Position Overview
The Guest Service Manager leads the full guest experience from booking to checkout. This role manages guest communication, handles escalated issues, and oversees the Guest Services team.
We are looking for someone who is organized, calm under pressure, and focused on results. This person must lead by example and ensure every guest receives professional, timely service.
Key ResponsibilitiesGuest Experience
- Oversee all guest communication before, during, and after each stay
- Ensure quick and professional responses to questions and concerns
- Handle escalated guest issues and resolve them efficiently
- Monitor guest reviews and maintain high ratings
Team Leadership
- Manage and support the Guest Services team
- Set clear expectations and service standards
- Train new team members on systems and procedures
- Monitor performance and provide feedback and coaching
Operations Support
- Work closely with Maintenance, Housekeeping, and Operations
- Ensure guest issues are communicated and resolved quickly
- Help improve processes to reduce mistakes and increase efficiency
Quality Control
- Track response times and guest satisfaction
- Identify service gaps and implement improvements
- Ensure company policies and procedures are followed
Qualifications
- 4+ years of experience in hospitality, property management, call center, or short-term rentals
- 23 years of leadership or management experience
- 12 years of experience managing offshore teams
- Strong written and verbal communication skills
- Ability to stay calm in high-pressure situations
- Highly organized and detail-oriented
- Comfortable using property management systems and communication tools
- Must be available to work weekends and holidays
- Bilingual is a PLUS
What We're Looking For
- A problem-solver who takes ownership
- A leader who sets the standard
- Someone who cares about guest satisfaction and company performance
- A team player who communicates clearly and respectfully
