Guest Experience Manager

About the Role

Lead our 24/7 support team and ensure exceptional experiences across all managed properties. You'll be responsible for maintaining high guest satisfaction and managing our customer service operations.

Key Responsibilities

• Manage 24/7 support operations across multiple properties
• Develop and implement guest experience improvement strategies
• Handle escalated guest issues and complaints with professionalism
• Train and mentor guest support team members
• Monitor guest satisfaction metrics and review scores
• Collaborate with property teams to resolve maintenance and cleaning issues
• Create standard operating procedures for guest communication

Requirements

• 3+ years of experience in hospitality or customer service management
• Excellent communication skills and conflict resolution abilities
• Experience managing remote teams and 24/7 operations
• Strong understanding of Airbnb platform and guest expectations
• Proficiency with customer support tools and property management systems
• Bachelor's degree in Hospitality, Business Administration, or related field

Nice to Have

• Experience with Airbnb property management or short-term rentals
• Multilingual communication abilities
• Certification in hospitality management
• Experience with automation tools and chatbot systems