Guest Services Manager

Job Summary

To support the VIP Guest Services team, the full-time Manager, Guest Services will oversee a team of 10-15 Guest Experience Managers, ensuring exceptional service delivery and trip planning for high-profile Guests while working remotely in the United States.

Key responsibilities

• Lead, coach, and develop the Guest Experience Managers, fostering a culture of excellence and accountability
• Champion the Guest and Host experience by ensuring exceptional stays and effective communication throughout the trip lifecycle
• Own regional business performance, collaborating with internal stakeholders to meet expectations and manage high-demand situations

Required qualifications

• 10+ years of experience in customer service or hospitality operations, particularly with high-profile clientele
• Deep knowledge of the luxury travel and real estate landscape in North America
• Familiarity with CRM tools and performance dashboards
• Strong organizational skills with the ability to manage multiple priorities and relationships
• Experience building relationships with top realtors and brokers in key markets