Guest Experience Manager

Job Summary

Leading a dedicated team, the full-time salaried Guest Experience Manager will oversee guest requests, manage call intakes during peak seasons, and ensure timely resolution of guest inquiries while working remotely across various US time zones.

Key responsibilities

• Oversee daily operations of the Guest Experience team, ensuring accurate processing of reservations and guest inquiries
• Manage a high volume of call intakes, providing quotes, taking payments, and resolving issues to enhance guest satisfaction
• Implement training programs and processes to improve team efficiency and performance metrics

Required qualifications

• High school diploma or equivalent, with one year of related experience or training
• Experience with OTA platforms such as Airbnb, Booking.com, and Expedia
• Strong understanding of revenue management principles and inventory control
• Proven leadership skills with the ability to motivate and develop a team
• Advanced computer skills and proficiency in managing scheduling and operations