Guest Success Manager

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Reports To: COO
• Job Type: Guest Success Manager
• Salary: $70,000/year

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.

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.

Desired Skills

• Empathetic and patient demeanor.
• Strong leadership and team management capabilities.
• Excellent communication and written skills.

Responsibilities

• Guest Issue Resolution:
  • 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.
  • Coordinate with various departments (housekeeping, maintenance, reservations) to resolve issues swiftly.
• Communication:
  • Maintain clear, professional, and empathetic communication with guests.
  • Provide regular updates to guests on the status of their issues and any actions taken.
  • Document all guest interactions and resolutions accurately in the company’s CRM system.
• Quality Assurance:
  • Conduct follow-ups with guests post-resolution to ensure satisfaction and gather feedback.
  • Identify recurring issues and work with relevant teams to implement long-term solutions.
  • Monitor guest feedback on review platforms and address any negative reviews proactively.
• Training and Development:
  • Train and mentor guest services staff on effective issue resolution techniques.
  • Develop and update training materials related to handling escalated guest issues.
• Reporting and Analysis:
  • Prepare regular reports on escalated issues, resolutions, and guest satisfaction metrics.
  • Analyze trends in guest complaints to identify areas for improvement.
• Operational Support:
  • 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.
• Guest Programs:
  • Create guest programs to enhance the guest experience and loyalty.