Guest Experience Manager

Looking for Filipino (Philippines-based) candidates
Position: Guest Experience Manager
Work hours: 9:00 AM to 5:00 PM US Central Time

• Compensation range: _USD 1,500 to 1,600/month_

• About the client

Our client is a US-based hotel brand and short-term rental management company that creates beautiful escapes that are easily accessible from urban centers across the US.

• About the role

The Guest Experience Manager plays a critical role in enhancing guest satisfaction, owner satisfaction, and achieving revenue goals. This role involves managing guest communications, optimizing online property listings, and overseeing team performance and KPIs. The ideal candidate will have exceptional communication skills, attention to detail, strong problem-solving abilities, and proficiency in learning new software platforms.

• Responsibilities:

• Leadership & Operations Management

Lead and manage the Guest Experience team.

• Manage KPIs and strategize to improve those that need improvement.

Oversee guest communication via multiple channels and provide feedback to the specialists.

• Take escalated concerns.

Prepare reports on online reputation and areas that need to be addressed.

• Become intimately familiar with all properties managed in the portfolio. Maintain a property information guide.

Audit existing listings for accuracy and optimizing visibility.

• Update PMS and platforms as needed for onboarding and general updates.

Develop a working knowledge of how to best leverage Guesty and other tools such as Breezeway.

• Work directly with the director of operations for any process improvement projects.

• 2. Day-to-day Operations Support

Address guest concerns and inquiries promptly and professionally via multiple channels, resolving issues to the guest's satisfaction.

• Coordinate with property managers and maintenance teams to ensure any issues at the rental property are addressed promptly.

Achieve high guest satisfaction scores in post-stay reviews. Encourage guests to share favorable reviews. Address problems in a way to avoid negative reviews.

• Monitor online reputation and respond to reviews.

Create new listings on various platforms such as Airbnb, Expedia, and Booking.com.

• Ensure listings are optimized for best visibility in search. Collaborate with property management to ensure listings are accurate.

Assist in scheduling of various tasks needed to achieve high property condition scores.

• Coordinate with property managers and vendors.

Escalate overdue maintenance and guest request tickets.

• Additional responsibilities as needed.

• Requirements:

5+ years of vacation rental management experience.

• 3+ years of operations and people management preferably in the vacation rental/hotel industry.

Excellent customer service and interpersonal / communication skills.

• Ability to stay organized and handle multiple projects simultaneously.

Available on weekends and holidays to meet business demands.

• Proficient in using Guesty - PMS.

Knowledge of existing tech stack preferred including: Breezeway, Slack, Google Office

• Benefits:

$50 Internet Allowance

• $50 HMO allowance

20 days Paid Time Off

Job Type: Full-time

Pay: From Php80,000.00 per month

Schedule:

• 8 hour shift

Monday to Friday

Application Question(s):

• Have you managed listings online

Have you ever used Guesty

• Have you managed reviews

Experience:

* vacation rental management: 5 years (Preferred)