Guest Success Manager - Remote

Overview

The Guest Success Manager is a vital role dedicated to ensuring exceptional guest experiences in our short-term rental properties. This position involves managing and resolving escalated guest issues, maintaining high satisfaction levels, and enhancing our reputation for customer service excellence.

In Short

• Address and resolve escalated guest complaints and issues promptly and effectively.
• Serve as the primary point of contact for guests experiencing significant concerns during their stay.
• Maintain clear, professional, and empathetic communication with guests.
• Conduct follow-ups with guests post-resolution to ensure satisfaction and gather feedback.
• Train and mentor guest services staff on effective issue resolution techniques.
• Prepare regular reports on escalated issues, resolutions, and guest satisfaction metrics.
• Assist in the development and implementation of guest service policies and procedures.
• Collaborate with the property management team to ensure all properties meet high standards of quality and service.
• Create guest programs to enhance the guest experience and loyalty.
• Identify recurring issues and work with relevant teams to implement long-term solutions.

Requirements

• Bachelor’s degree in Hospitality Management, Business, or a related field preferred.
• Minimum of 3-5 years of experience in a guest services or customer service role within the hospitality industry.
• Proven experience in handling escalated guest issues and providing high levels of customer satisfaction.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a detail-oriented approach.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Proficiency in using CRM software and other guest management systems.
• Flexibility to work evenings, weekends, and holidays as required.

Benefits

• Competitive salary.
• Opportunity to work in a dynamic environment.
• Professional development and training opportunities.
• Flexible working hours.
• Supportive team culture.