Guest Experience & Operations Manager

Applications must be submitted through the following link:

https://docs.google.com/forms/d/e/1FAIpQLSdxHgQG7Jqc03IYl4CfB9RRdlIv8Fg-yfhkT1zGguhGqCcyHw/viewform

Read full description before applying

About Peak Retreat

Peak Retreat is a growing collection of boutique stays in North Georgia. The name means something to us. Peak stands for peak performance: the best properties, the best reviews and the best experiences, so guests come back again and again.

Guests choose us because every stay feels thoughtful. They get a handwritten note, a welcome basket, a fast reply and a space that feels like someone cared. Someone did, and that someone could be you.

Our properties today:

• Wellness cabin, Blue Ridge, Georgia
• Riverfront and Mirror Cabin property, Blue Ridge, Georgia (launching by end of year)
• Two condos, Woodstock, Georgia
• Podcast studio, Woodstock, Georgia (in the same building as the condos)

About the role

You'll run day-to-day operations across every property and own the guest experience from the first message to the five-star review. You'll report to Rose (Executive Assistant to founder Ashley Brock) and work with Ashley and Kyle Brock on bigger decisions.

This is not a check-the-box job. You'll get real ownership, real support and a real path to grow with us.

This role is for you if...

• You obsess over details. A crooked frame, a missing coffee pod, a typo in the guidebook: you notice, and you fix it before anyone asks.
• Hospitality is in your nature. You love taking care of people, and you get a little selfish joy out of making someone feel treated and special.
• You have an eye for design. You love pulling a space together, styling a shelf and making a home feel curated.
• You're organized to the core. You keep calendars, checklists, vendors and budgets moving without dropping the ball.
• You lead yourself. You don't need micromanagement. You see what needs to happen and do it, and you bring solutions to the team, not just problems.
• You see opportunities and want to grow. You're hungry to get better, and you want a role you can build into.
• You enjoy creating content. Taking a gorgeous detail shot and posting it feels fun to you, not like a chore.

This role is probably not for you if...

• You want to be told exactly what to do every day
• "Good enough" feels good enough to you
• You'd rather not drive, or you want a job that switches off completely at 5pm
• You're looking for a job, not a place to grow

What you'll own

• Guest experience: handle guest messages, calls, check-in issues, reviews and upsells through Hospitable
• Welcome touches: handwritten notes, welcome baskets and the personal details guests remember
• Design and styling: keep every home looking as good as its listing photos or better, refresh decor, and work with our interior designers on updates
• New property launches: take new properties (starting with the Riverfront and Mirror Cabin) from construction to first guest. You'll work hand in hand with our interior designers, buy furniture, decor and supplies, and stage every space so it's ready for listings, photos and guests.
• Social media: post at least 1 to 2 feed posts per week to each property's Instagram, and take photos and short videos during property visits
• Guest resources: keep handbooks, guest guides and in-home QR codes current and on-brand
• Urgent issues: be the point person when something urgent comes up, and get the right help on it fast (more on this below)
• Pricing and revenue: manage rates and availability in PriceLabs, track occupancy and revenue, and bring ideas to grow bookings
• Turnovers: oversee the cleaners through Turno, check quality and cover same-day turnarounds
• Restocking: run a simple, repeatable process so guests never run out of anything
• Vendors and maintenance: coordinate electricians, hot tub service, landscapers and contractors, and get issues fixed fast
• Budget: manage spending carefully, from daily supplies to new property purchases, making calls that are best for the guest and for the bottom line
• Podcast studio: be the main point of contact for all studio communication, coordinate with our video producer, and keep the studio clean, stocked and maintained
• Systems: manage smart locks, cameras, listings and website updates, with written processes for all of it
• Weekly numbers: send a short weekly update on bookings, revenue, reviews and open issues

A note on flexibility

Short-term rentals don't keep business hours. This is not a 24/7 job, and we're not asking you to be glued to your phone. We do need someone who can respond when something urgent comes up, including on weekends when guests are checked in.

If a guest is locked out or a pipe starts leaking, you're the one who makes sure it gets handled. Usually that means getting the right person on it quickly, not fixing it yourself. In return, you'll have flexibility in how you structure your week.

What you bring

• 2+ years of work experience in a role with real responsibility, such as hospitality, client service, events, operations or design. Property management experience is a bonus, not a requirement.
• Professional client communication: warm, clear and quick, both in writing and on the phone
• Organization and initiative: a track record of keeping things running and taking the lead
• Comfort with tech: a willingness to pick up new tools fast (Hospitable, PriceLabs, Turno, smart locks). AI tools like Claude or ChatGPT are a plus. We’ll also provide training on AI tools. If you’re unfamiliar with some of the tech tools mentioned above, that’s okay, we just need someone who is an eager, fast learner who can push past the discomfort and newness of learning a new tool. We need someone who thinks, “New tool? No problem.”
• Social media savvy: comfort with Instagram and creating simple content
• Location and transportation: a home base within about 30 minutes of Canton or Woodstock, reliable transportation, and no problem driving between Woodstock and Blue Ridge every week (mileage is reimbursed)
• Nice to have: interior design, styling or staging experience, short-term rental experience, or experience working with contractors on a build

How we'll measure success

These are the numbers this role owns:

• Rebooking rate: the percentage of guests who book with us again
• Review rate: the percentage of guests who leave a review, with five stars as the standard
• Social content: at least 1 to 2 feed posts per week on each property's Instagram
• Occupancy and revenue: bookings and revenue growing across the portfolio
• Budget: spending stays on target and margins are protected, without cutting corners on the guest experience
• Smooth operations: homes are always guest-ready, and vendors, guests, interior designers and our video producer are well coordinated
• New property launches: new properties are designed, staged and ready for guests on time and on brand
• Ownership steps back: Ashley and Kyle can step out of the day-to-day with confidence

Room to grow

This role grows as the portfolio grows. Once you've been with us for 6 months, you'll unlock a quarterly bonus tied to improving these metrics quarter over quarter. The more you move the numbers, the more you earn, and there's no ceiling on how far you can grow with us.

You'll get support, collaboration and honest feedback from our team along the way. We just need you to bring the fire.

Our values

• Results-Driven: we measure ourselves by outcomes, like five-star stays and repeat guests
• All-In: we take full ownership and care about every detail
• Integrity First: we treat every property and guest as if they were our own
• Next Level: we're always looking for ways to make the experience better

Details

• Type: Full-time
• Location: Remote, with weekly check-ins (at minimum) at our properties in Woodstock and Blue Ridge, Georgia
• Reports to: Rose, Executive Assistant to Ashley Brock
• Pay: $55,000 to $65,000 a year, plus mileage reimbursement
• Bonus: after 6 months, a quarterly bonus tied to quarter-over-quarter improvement in your metrics
• Perks:
• A complimentary two-night stay each year at each of our properties, so you and your family can enjoy them as guests
• Exclusive access to our short-term rental mastermind and events, valued at over $10,000 in experience and training
• Start: As soon as possible

To apply

Fill out THIS form https://docs.google.com/forms/d/e/1FAIpQLSdxHgQG7Jqc03IYl4CfB9RRdlIv8Fg-yfhkT1zGguhGqCcyHw/viewform. One small test, because details matter here: include the word "Summit" somewhere in your answers so we know you read this far.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Flexible schedule
• Paid time off

Work Location: Hybrid remote in Woodstock, GA 30188