Description
COMPANY OVERVIEW:
Join a leading luxury hospitality firm focused on acquiring and managing high-end short-term rentals and boutique hotels.
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 and demanding position as our Guest Resolutions Manager.
The Objective:
As our Senior Guest Experience Manager, your primary objective will be to de-escalate guest negativity when things go wrong to preserve our relationship and eliminate the risk of negative reviews. We always strive to provide a 5-star experience for our guests, but sometimes things go wrong, whether it's a mechanical issue at the house or other areas where we fall short of guest expectations. When this occurs, it's absolutely critical that we take responsibility for the shortfall and negotiate with the guest to achieve an equitable solution.
In this role, your day-to-day could look like:
- Tracking and documenting resolutions case statuses and steps
- Calling, texting, and/or emailing guests to resolve negative guest sentiment
- Based on resolution cases, 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 to continuously innovate our guest experience strategies
Apply to join us today!
RESPONSIBILITIES:
- Serve as the primary contact for guests that trigger a resolutions case and closing resolution cases within 72 hours of guest checkout.
- Update administrative trackers and CRM tools with notes regarding phone calls, emails, and text messages regarding the resolution case.
- Monitor ongoing reservations with guest experience associates to identify negative guest sentiment and immediately take steps to mitigate guest negativity.
- Analyze guest feedback and data to identify trends and areas for improvement, driving enhancements in the guest experience.
- Engage with the broader Fieldtrip team to provide guest feedback and push for process or product changes.
- Support the guest experience team by covering shifts during periods of time off or sick days.
QUALIFICATIONS:
- Must be based in the Philippines
- Must have at least 2+ years in guest-facing experience, including management positions in either hotels or short-term rental operators.
- Ideally, the candidate has 2+ years of experience working for a short-term rental company in the U.S., U.K., Canada, or Australia.
- Familiarity with Airbnb, VRBO, or similar OTAs.
- Strong leadership skills with proven experience in guest resolution or mediation
- A self-starter who excels at working independently as well as with remote teams
- Skilled in both attention to detail in process execution and masterful in the softer art of negotiating and de-escalating
- Experience with project/task management software such as Monday.com, Asana, Wrike, or equivalent
- Passion for guest experience/customer service
- Fluent in English with excellent communication skills, both written and verbal
COMPENSATION & BENEFITS:
Monthly Rate: $900 - $1,200
Benefits:
- Employee recognition programs
- Health insurance
- Paid time off such as PTO, sick days, and vacation days