Guest Services Manager

About 100x HospitalityAt 100x Hospitality, we create unforgettable live event experiences—and exceptional customer support is central to making that magic happen. Whether it's through thoughtful communication, seamless problem-solving, or behind-the-scenes coordination, we aim to make every customer interaction smooth, positive, and on-brand. We care deeply about creativity, quality, and sustainability, and we're looking for someone who brings those values into every conversation.

We're a small team doing big things—launching events, building merch lines, and delivering 100x experiences across the board. You'll have the freedom to bring ideas, solve real problems, and shape how we support our fast-growing community. If you're passionate about service, operations, and leaving people better than you found them, we'd love to meet you.

The RoleWe're on the hunt for a friendly, resourceful, and detail-obsessed Guest Services Specialist to help us deliver world-class service to our guests, customers, and event attendees. You'll be on the front lines—handling inquiries, solving issues, and making sure our community feels heard, supported, and wowed. You'll lead guest support across all channels, drive service excellence before, during, and after live events, and play a critical role in how we scale and delight our audience.

You'll also lead our guest services team—mentoring staff, refining processes, and ensuring every interaction reflects the 100x Hospitality standard. What You'll

Be DoingLead day-to-day guest support across email, chat, and social platforms—resolving inquiries and escalations with empathy and efficiency. Manage and mentor freelance, temporary, and on-site support teams—ensuring consistent communication, training, and coverage across all events. Coordinate with internal teams (events, ops, logistics) to proactively resolve guest issues, track trends, and improve the overall experience.

Act as the go-to for escalated cases, interpreting company policies, making judgment calls, and collaborating with senior stakeholders when needed. Own the creation and upkeep of support materials, including FAQs, macros, training docs, chatbot flows, SOPs, and the Guest Services Ops Manual. Oversee operational prep for events—from signage and concierge dashboard monitoring to supplies, BEO submissions, and welcome guide content.

Monitor guest sentiment across channels, flag recurring issues, and suggest improvements to streamline processes and elevate service quality. Participate in planning meetings and post-event recaps, bringing the guest perspective to the table and identifying areas for future enhancement. QA support channels before and during each event—chatbot testing, live chat agent monitoring, and social media responses included.

Facilitate and process high-touch requests like refund/name transfers, custom packages, or promo winners via Asana and other tools. Train and support new hires—freelancers, temps, and concierge staff—through onboarding and ongoing feedback on guest comms. What

We're Looking For3+ years in a customer-facing role (customer support, guest services, or client success ideally in events, or live experiences.)Fluent written and verbal English—you're clear, friendly, and confident in your communication. Hands-on experience with Zendesk, Slack, and Asana (non-negotiable). Ability to manage multiple conversations and tasks at once—staying cool and organized under pressure.

A natural problem solver who can handle ambiguity and find win-win solutions. You're emotionally intelligent, self-motivated, and bring a proactive attitude to work each day. Comfortable working across time zones and collaborating remotely.

Event experience or touring highly preferred

Bonus Points If You HaveExperience supporting a product or event-based business

Familiarity with Shopify, Airtable, or other tools used in logistics/merch/customer ops

An eye for improving workflows or help center content

Job DetailsCompetitive annual salary (adjusted for experience and location)Learning opportunities

Working in a great culture