Description
COMPANY OVERVIEW:
Join a leading luxury hospitality firm focused on acquiring and managing high-end short-term rentals.
At our company, you become a crucial part of our purpose-driven journey to blend a home's cozy comfort and privacy with top-tier boutique hotels' consistent, high-quality service.
Why Our Company is Exceptional:
- Strong Portfolio: We manage high-value properties with an ambitious goal to grow our luxury developments substantially.
- Boutique Hospitality Leadership: With our distinctive boutique approach, we're setting the bar high in the luxury short-term rental market.
- Prestigious Properties: Our portfolio includes iconic properties and a broad collection of premium short-term rentals.
- Commitment to Excellence: Every property we manage reflects our steadfast commitment to upholding top-tier standards, in line with a luxury boutique hotel's full-service experience.
- Superior Guest Experiences: Our commitment to excellence is reflected in our thousands of 5-star ratings, a testament to our team's dedication to ensuring every guest experience is impeccable.
Join our vibrant team as we work to gain even more 5-star ratings, to revolutionize the guest experience, and, ultimately, the vacation rental industry in Southern California and beyond.
POSITION SUMMARY:
We are seeking a highly experienced Philippines-based professional to fill this exciting position as our Remote Director of Guest Experience.
The Objective:
As Director of Guest Experience, your primary objective will be to guide our team in ensuring top-notch customer service and unforgettable 5-star experiences for our guests. From the first interaction to check-out (and beyond), your mission will be to create systems that will leave a positive, lasting impression.
In this role, your day-to-day could look like:
- Managing and leading a team of remote guest experience agents, providing guidance, training, and support
- Developing and implementing customer service protocols to streamline processes and improve overall guest satisfaction
- Analyzing data and feedback to identify areas for improvement in the guest experience journey
- Collaborating with other departments, such as marketing and operations, to ensure a cohesive approach to guest satisfaction
- Staying up-to-date on industry trends and best practices in order to continuously innovate our guest experience strategies
You will serve as a key link between our operations and guests. We'd love to hear from you if you're a self-starter with a strong work ethic and leadership skills.
Apply to join us today!
RESPONSIBILITIES:
- Serve as the primary contact for guests, managing their experiences before, during, and after their stay and leading the Guest Experience Team.
- Update communication protocols and standard operating procedures to ensure optimal guest interaction.
- Engage guests proactively to collect feedback through various channels, such as surveys and digital platforms, ensuring they have ample opportunity to share their views.
- Monitor and address guest feedback on digital platforms in collaboration with the Community Manager to demonstrate the hotel’s dedication to satisfaction.
- Help guests and the operations team communicate effectively, ensuring guest feedback is used to improve services and keep guests coming back.
- Analyze customer feedback and data to identify trends and areas for improvement, driving enhancements in the guest experience.
- Collaborate with department heads to strategize and implement continuous improvement initiatives based on guest insights.
QUALIFICATIONS:
- Must live in Colombia
- Previous guest experience in a senior / leadership position for a professional STR or hotel operator
- Strong leadership skills with proven experience managing remote teams
- A self-starter who excels at working independently as well as with a remote team
- Fluent in English with excellent communication skills, both written and verbal
COMPENSATION & BENEFITS:
Monthly Salary: $2,000 - $3,000 based on experience and achievement
Bonus: Performance-based bonuses
Benefits:
- Paid time off, such as PTO, sick days, and vacation days
- Health insurance
Schedule: Must be available during regular business hours in the US with the flexibility to be available on weekends and holidays as needed.