The Guest Services & Systems Operations Coordinator oversees Whale House’s digital guest infrastructure, reservation architectures, and automated communication pipelines. This position focuses on developing, maintaining, and optimizing the web stack, database schemas, and Customer Relationship Management (CRM) workflows that drive guest retention, direct bookings, and international market outreach. Property turnover and physical operations remain secondary support duties.
MAIN DUTIES (Primary Technical & Guest Coordination Focus)
Digital Infrastructure & Web Stack Coordination
- Maintain and optimize the public-facing guest web stack and Shopify storefront to ensure seamless UI/UX for international and direct guest reservations.
- Configure, test, and maintain API integrations and webhooks across the channel management tech stack (Hostaway, ShopSTR, Airbnb, Booking.com, expedia and Agoda) to ensure zero-latency synchronization of reservation data and inventory availability.
- Troubleshoot client-side and server-side digital storefront issues, ensuring secure gateway processing via Stripe for all guest transactions.
CRM Development & Guest Database Management
- Architect, manage, and update custom database schemas within the guest database and CRM platform to track guest preferences, historical booking frequencies, and communication logs.
- Build, monitor, and maintain automated data-handling pipelines using logic-based workflow engines (e.g., automated triggers and scripts) to streamline pre-arrival, in-house, and post-departure guest messaging.
- Synthesize structural booking data, occupancy rates, and localized pricing trends to write and query custom analytical data views, providing comprehensive monthly operational reports to management.
Guest Relations & Communications Front-End
- Act as the primary technical and informational point of contact for guest inquiries received via telephone, email, and integrated messaging APIs.
- Coordinate the end-to-end guest lifecycle, including digital registration, remote or automated check-in/check-out protocols, and database-driven profile updates.
- Utilize CRM insights to deliver highly personalized guest support, addressing specific needs regarding local infrastructure (trails, dining, transport networks, policy compliance) and escalating complex system or service issues.
SECONDARY DUTIES (Support, As Needed)
- Coordinate physical suite turnover operations, including linen management, light environmental cleaning, laundry, and inventory restocking.
- Monitor and log basic property infrastructure maintenance schedules (hot tub, sauna, and grounds upkeep).
REQUIREMENTS
- 2+ year of experience in hospitality operations, customer service, database administration, or a related technology-driven client services field.
- Strong written and spoken English, with the ability to write precise technical documentation and clear, engaging guest correspondence.
- Demonstrated experience managing relational databases, building structured workflows, and administering web/e-commerce platforms.
- Organized, reliable, and highly capable of managing system-level tasks independently.
PREFERRED
- Valid driver's license preferred.
- Direct technical experience configuring Hostaway, Shopify, Airtable, SmartSuite, or advanced CRM/automation logic tools.
- Background in database development, data analytics, or digital sales and international business development.
- Proficiency in additional languages
Pay: $17.50-$20.00 per hour
Benefits:
- Casual dress
- Flexible schedule
- On-site parking
- Store discount
Work Location: In person
