Sr Guest Ex Specialist for Relocation Services

Responsibilities

The Sr. Guest Ex Specialist for Relocation Services will support Relocation Services agents by answering questions, offering guidance, and escalating when necessary, handle escalated guest issues through phone, SMS, and email, initiate, manage, and complete last-minute and mid-stay guest relocations, conduct Quality Assurance audits of agent interactions and reservation records, maintain and update relocation documentation including spreadsheets and trackers, monitor the Relocation queues in Twilio and ensure appropriate staffing, assign and manage relocation tickets, act as a point of contact for Relocation SOP and budget exceptions, develop and deliver training programs for new hires and ongoing development, coordinate with internal departments on relocation-related matters, support disaster-related guest moves and coordinate future stay credits, liaise with other CX departments to handle escalations and provide subject matter expertise, assist with reservation management tasks, and contribute to department goals and perform ad-hoc tasks as needed.