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Position Summary The Guest Communications Manager exists to deliver an exceptional, consistent guest experience across the Hallson portfolio, so that escalations are the exception rather than the norm. Reporting to the Director of Guest Experience, this role leads and coaches the team of Guest Experience Agents, provides hands-on guest support at Starr Piano Suites, and ensures every guest interaction reflects Hallson's standard of care. The Director of Guest Experience holds full ownership of guest communication strategy across the portfolio, from booking confirmation through checkout. The Guest Communications Manager puts that vision into practice day to day, and steps in personally, including handling escalations by phone, when a guest issue needs a manager's attention. This role also serves as Manager on Duty during scheduled shifts, acting as the point person who bridges communication between the Guest Experience team and Operations and responds to all Guest Experience Agents in real time. All virtual Guest Experience Agents report to this position. The Guest Communications Manager runs the GX team's daily performance independently, brings solutions rather than problems, and partners with the Director on strategy and anything that requires other departments. This is a self-sufficient role. The ideal candidate is a self-starter who takes initiative, works well without close oversight, and actively looks for ways to improve how Guest Experience operates rather than waiting to be told. Hallson is scaling quickly, and this role will grow along with it. We're looking for someone who wants to grow with the company, not just fill a static seat — new properties, new systems, and new responsibilities are the norm here, not the exception. Key Responsibilities Team Leadership & Coaching Serve as the direct manager for all virtual Guest Experience Agents, who report to this position. Coach and train the team of Guest Experience Agents on communication quality, tone, and brand voice, so that guests receive a consistently excellent experience from the first message. Monitor agent response times and communication quality, and provide direct, ongoing feedback. Lead day-to-day performance, process, and coaching conversations with team members. Identify training gaps and run training sessions to close them, including onboarding for new hires as the team grows. Own team scheduling and day-to-day staffing logistics — including onboarding of new hires — within Guest Experience. Partner with the Director of Guest Experience on hiring and termination decisions for Guest Experience Agents; final hiring and termination decisions are made jointly with the Director rather than unilaterally. Starr Piano Suites Guest Communication Own guest communication for Starr Piano Suites leading up to and during each stay, with particular attention to multi-suite group bookings. Coordinate directly with guests and, where needed, group organizers to confirm arrival details, logistics, and any special requests ahead of check-in. Greet high-profile or high-needs guests in person for select stays, ensuring a hands-on, elevated welcome. Work on-site at Starr Piano Suites on high-turnover days to assist guests with luggage drop-off, support the cleaning team, and be present for guest arrivals. Monitor the stay in real time and resolve issues on the ground as they come up. Proactive Guest Management Implement systematic follow-up protocols to confirm guest satisfaction throughout the stay. Maintain uninterrupted guest support during technology or platform outages. Manager on Duty & Cross-Team Bridging Serve as Manager on Duty for every scheduled shift, acting as the primary point of contact for all Guest Experience Agents. Bridge real-time communication between Guest Experience and Operations/Maintenance, routing urgent issues to the right owner and following up to confirm resolution. Make timely, sound decisions on in-t