Description
COMPANY OVERVIEW:
Lodgeur provides stylish, furnished apartments for short- and medium-term stays—booked online like a hotel, with the space and comfort of a home. The company has tripled in the last two years and aims to double again in the next 12 months. We hope this hire will grow with us.
POSITION SUMMARY:
You’ll be the on-site “air traffic controller” for reservations and guest experience. Most days are laptop-heavy: supervising the Guest Services team, auditing reservations in real time, keeping SLAs tight, and clearing roadblocks. The rest is hands-on: key handoffs, access issues, quick inspections, and coordination with cleaners, maintenance, and building staff to keep guests happy and units guest-ready. Bonus: the on-site part will help you get your steps in.
RESPONSIBILITIES:
1) Lead & Coach Guest Services (primary focus — ~50%)
- Own daily reservation health: accurate unit assignment/linking, overbooking avoidance, verification of guest details and payment authorization, screening flag review, complete standardized notes, and smooth handoffs to operations.
- Monitor SLAs and QA across chat/SMS/email/phone; calibrate with sample reviews and post-stay feedback.
- Run daily standups and end-of-day reviews; publish a short "ops handoff" digest (key arrivals, risks, escalations, refunds pending).
- Train and coach reps on playbooks (check-in, access, payment issues, cancellations, fraud flags); escalate appropriately; maintain a tidy queue.
- Maximize brand reputation by turning great stays into great reviews and keeping ratings strong.
- Support sales: coordinate site tours and corporate inquiries, prepare clear availability snapshots and unit recommendations, capture clean CRM notes, and ensure timely handoffs so group/corporate bookings move smoothly (no pricing decisions).
2) Reservations Hygiene & Dashboard Stewardship (~25%)
- Keep calendars clean: inventory sync, linking/mapping sanity checks, and unit switches when needed.
- Own/manage dashboards for arrivals/in-house/departures, exceptions, refunds, and review trends; spot anomalies early, assign owners and due dates, and drive closure.
- Approve edge-case changes (date moves, partial refunds) within guidelines; prepare concise justifications for management review.
3) On-Site Guest & Ops Support (~25%)
- Be the calm problem-solver on the ground: access issues, equipment swaps, urgent deliveries, quick resets before arrivals.
- Coordinate with building teams (front desk/leasing/maintenance) for access and fast issue resolution; nurture those relationships.
- Do light QC inspections after cleans; verify Wi-Fi/smart devices/utilities; spot-fix presentation issues to "photo-ready."
- Help keep storage tidy, track essential stock (linens/amenities), and run emergency supply runs when needed.
QUALIFICATIONS:
- Bilingual (conversational Spanish)
- Valid driver's license and reliable vehicle; mileage reimbursed per company policy.
- Ability to lift/move ~30–40 lbs occasionally; U.S. work authorization.
- Pre-employment background check and MVR (motor vehicle record).
COMPENSATION & BENEFITS:
Annual Salary: $50,000 - $60,000
Benefits
- Paid time off such as PTO, sick days, and vacation days
- Health insurance
- Life insurance
- Dental insurance
- Retirement benefits or accounts
Location: Houston, TX
Job Type: Full-Time