
Remote Guest Experience Team Lead
18 hours ago
The Guest Experience Manager oversees a remote team, handling guest inquiries, resolving in-the-moment issues, and coordinating with operations to ensure apartments are guest-ready.
Main Responsibilities- Manage a team of guest experience specialists to deliver exceptional service during each shift.
- Be accountable for team metrics and direct reports, aiming to reach productivity, efficiency, and quality goals.
- 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.
Requirements
- Experience in the hospitality industry or contact center is desired.
- Familiarity with workforce management, including scheduling and forecasting, is beneficial.
- Knowledge of CRM systems, such as Kustomer, is an asset.
Succeeding at Our Organization
- Develop and train direct reports to achieve Guest Experience Quality, Efficiency, and Productivity goals.
- Contribute to foundational SOPs to enhance our level of service.
- Train and coach direct reports to provide exceptional service.
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