Senior Destination Concierge and Planner

REM Services Ltd is a boutique, independent, professional Property Management and Rental company in the Cayman Islands operating in both the Residential and Commercial aspect of the business. We are dedicated to providing professional property management and rental services, ensuring customer satisfaction and adding value to our client’s property interests. Vacation Rental & Management

• Provide senior-level oversight to the vacation rental department by training and mentoring team members, managing client relationships, and growing the department’s porfolio in line with annual KPI targets.
• Ensure ownership and accountability across concierge and cleaning teams, through effective process and procedure implementation and monitoring of customer feedback.
• Lead capital improvement projects, property renovations, preventative maintenance programs, and asset enhancement initiatives to maximize property value and guest experience.
• Design and implement integrated marketing strategies across digital platforms, social media, and online travel channels, driving brand awareness, bookings, and revenue growth.
• Collaborate with management to develop operational strategies, establish performance metrics, improve processes, and drive continuous business growth across the property management portfolio.
• Develop and implement inventory control systems to monitor office and property supplies, improve operational efficiency, and reduce waste.
• Manage DOT licensing and ensure regulatory compliance
• Build and maintain strong relationships with strata councils, contractors, and service providers to coordinate preventative maintenance, inspections, pest control, HVAC servicing, fire safety compliance, and other essential property services
• Review, negotiate, and finalize property management agreements to ensure legal compliance, mitigate risk, and align with company and owner objectives.
• Serve as the escalation point of contact for property owners with complaints and resolve disputes.
• Oversee reservation inquiries and sales opportunities across multiple booking channels, ensuring exceptional customer service while maximizing occupancy and conversion rates.

Financial Oversight

• Track revenue across a portfolio of properties with an overall annual transaction value of <$750K
• Manage and execute day to day financial operations including accounts payable/receivable, tracking reimbursements, processing payments, and ensuring accurate and timely deposits.
• Maintain financial records and reporting through detailed Excel tracking.
• Monitor revenue, expenses, and owner payouts while supporting budget planning and forecasts.
• Establish financial controls within the department for high-quality, timely, and accurate reporting.

Guest Services & Concierge

• Mentor, train, and support concierge staff, providing regular coaching, performance feedback, and guidance to maintain exceptional service standards.
• Supervise the delivery of all guest services, ensuring a seamless and consistently high-quality experience from reservation through post-departure follow-up.
• Oversee guest arrival processes and property readiness, ensuring check-ins, property inspections, and departures are completed in accordance with company standards.
• Monitor guest communications and concierge services, ensuring timely responses, personalized recommendations, and proactive service delivery throughout each guest's stay.
• Act as the escalation point for complex guest requests, service recovery, and complaint resolution, ensuring issues are resolved promptly and professionally.
• Oversee the development and delivery of bespoke guest experiences, including excursions, private charters, dining, wellness services, and special events, to enhance guest satisfaction and encourage repeat business.
• Develop and maintain strong relationships with local vendors, tourism operators, and hospitality partners to expand service offerings, negotiate preferred arrangements, and ensure consistently high-quality experiences.
• Monitor guest satisfaction, online reviews, and service performance metrics, implement improvements that enhance guest experience, support repeat bookings, and contribute to increased occupancy and ancillary revenue.

Reservations & Operations

• Manage bookings across platforms (Airbnb, VRBO, Booking.com, Guesty, etc.)
• Establish service standards, operating procedures, and performance expectations to deliver consistently exceptional luxury hospitality experiences.
• Monitor key performance indicators including guest satisfaction, repeat guest rates, ancillary revenue, and service utilization, providing recommendations to improve commercial performance.

Job Requirements

• Minimum 5+ years’ experience in a public facing concierge role in hospitality, vacation rentals, or property management, including oversight of guest services, housekeeping, and maintenance teams
• High-level of proficiency with booking and property management platforms (e.g., Guesty, PropertyWare, Airbnb, VRBO, Booking.com, or similar software management systems) including data analytics, configuration and reporting
• Proven track record of high customer satisfaction through proven accolades such as AirBnB Super host, VRBO Premier Host etc
• Minimum two years of experience in revenue tracking across multiple luxury and high-end properties with a portfolio size of at least 15 units and an annual transaction value of at least $750K
• Experienced in managing property and office inventories, and operational documentation such as contracts, invoices, reservation requests, etc.
• Strong, demonstrable proficiency in Microsoft Excel and ability to maintain detailed tracking sheets and financial records
• Demonstrated ability to multitask, problem-solve, and work effectively under pressure in a fast-paced environment
• Exceptional communication skills with a service-oriented, guest-focused mindset
• Skilled in onboarding new properties, developing proposals, and building relationships with property owners and local partners
• Flexible to work evenings, weekends, and public holidays as needed to support guest arrivals and property operations

Remuneration will be commensurate with qualifications and experience with a basic salary in the range of CI$$45,000-$60,000 5 Days per week 08:30 AM to 05:00 PM 45 hours per week - Evenings, Weekends and Holidays are required for this role.

• Standard vacation day allotment
• Standard pension contributions
• Standard health insurance

Suitably qualified Caymanians, PR, and Status Holders are invited to apply to: https://bovell.bamboohr.com/careers/27