
Remote Guest Experience Manager
14 hours ago
This role as Guest Experience Manager I involves managing a remote team, handling guest inquiries, resolving issues, coordinating with operations to ensure readiness, and driving improvements to satisfaction.
Key Responsibilities
- Manage a team of 3 - 10 remotely distributed specialists to ensure exceptional service delivery during each shift
- Work non-traditional shifts. You'll take two consecutive weekdays off in place of a weekend
- Be accountable to the metrics of the team and that of your direct reports, with the goal of reaching productivity, efficiency, and quality objectives
- Oversee guest communications and personalized service; providing support via phone, SMS, WhatsApp, chat, and email
- Resolve escalated guest issues quickly and to mutually beneficial outcomes
- Manage reservations calendar/booking platforms
- Support trust and safety tasks
- Contribute to policy adherence and new tech implementation
- Ensure system adherence, oversight, and process documentation
- Schedule team shifts, ensuring 24/7 coverage that aligns with issue volume and specialist availability
Requirements
- 3+ years of service industry experience
- 2+ years of management experience, managing a customer service team, call center, or other applicable management experience
- Effective communication and organizational skills: you love helping guests and leading by example
- Strong analytical, strategic, and collaborative skills
- Demonstrated ability to write SOPs and provide process improvements
- Independent at handling all routine GX workflows
- Reliable, consistently on time, and follow through on commitments
- Proactive and able to act decisively when needed
- A lighthearted team player committed to uplifting coworkers
- Fearless handling of guest issues with a calm demeanor
- Eager to learn new systems and platforms
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