Position Overview
TAG Multifamily is looking for a reliable, responsive STR Guest Support & On-Call Operations Coordinator to support our growing short-term rental business.
This position will serve as the primary point of contact for guest inquiries and issues during assigned on-call hours. The coordinator will respond to guest messages and calls, troubleshoot routine issues, and escalate maintenance or operational emergencies to the appropriate team member when necessary.
The ideal candidate is dependable, calm under pressure, communicates professionally, and is comfortable making judgment calls when issues arise.
Responsibilities
- Monitor and respond to short-term rental guest messages and inquiries during assigned on-call hours.
- Answer or respond to guest calls regarding their stay.
- Assist guests with common questions including:
- Check-in and check-out
- Building or unit access
- Parking
- Wi-Fi
- Property information
- General stay-related questions
- Troubleshoot basic guest issues using established procedures.
- Determine when an issue requires escalation to maintenance, property management, housekeeping, or another team member.
- Contact the appropriate on-call maintenance or operational team member for urgent issues.
- Follow up with guests after an issue has been escalated to make sure it is being addressed.
- Document significant guest issues, maintenance requests, complaints, and escalations.
- Identify emergencies and immediately escalate them according to company procedures.
- Maintain professional, hospitality-focused communication with guests at all times.
What This Role Is Not
This position is primarily responsible for communication, coordination, and escalation. The coordinator is not expected to personally perform maintenance repairs but must be able to recognize when maintenance assistance is necessary and quickly get the appropriate person involved.
Qualifications
- Strong written and verbal communication skills.
- Reliable and highly responsive during assigned on-call periods.
- Comfortable communicating with guests by phone, text, and messaging platforms.
- Good judgment and ability to remain calm when handling guest complaints or urgent situations.
- Ability to prioritize issues based on urgency.
- Comfortable learning short-term rental and property-management software.
- Hospitality, hotel, apartment management, customer service, or short-term rental experience is preferred but not required.
- Must have reliable phone and internet access during on-call hours.
Ideal Candidate
We are looking for someone who:
- Takes ownership of problems until they are resolved or properly handed off.
- Understands the importance of quick response times in the hospitality industry.
- Can distinguish between a routine guest request and a true emergency.
- Communicates clearly with both guests and internal team members.
- Is organized and dependable.
- Is comfortable working independently without constant supervision.
Schedule
This is an on-call position covering designated hours outside of normal operating coverage. Availability may include evenings, nights, weekends, and holidays depending on the assigned schedule.
The employee must remain reachable and able to promptly respond to guest inquiries and calls throughout their assigned on-call period.
About TAG Multifamily
TAG Multifamily owns and operates multifamily and short-term rental properties and is actively expanding its hospitality operations. Our goal is to provide guests with a reliable, professional experience while maintaining fast communication and resolution of issues throughout their stay.
Work Location: Remote
