Guest Experience Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Lead and manage the daily operations of the Guest Experience team.

• Handle guest requests, reservations, modifications, cancellations, special requests, quotes, payments, and refunds.

• Oversee large volumes of calls during peak seasons and holidays.

• Respond to calls, messages, emails, inquiries, and concerns from guests and potential guests.

• Address guest issues, minimize losses, and follow up to ensure guest satisfaction.

• Ensure that rates align with established codes and uphold rate integrity and compliance with resort policies.

• Verify guest billing, make necessary adjustments, and document exceptions and refunds.

• Manage the group inbox and direct requests to the appropriate recipients.

• Monitor reservation trends, booking pace, and forecasting to support revenue objectives.

• Prepare weekly departmental reports and analyze performance metrics.

• Negotiate with online travel agencies in case of disputes.

• Create sales-training strategies and train new team members during growth phases.

• Implement processes and procedures to enhance departmental effectiveness and efficiency.

• Engage in assigned projects during slower seasons.

• Foster positive relationships between resort teams and Guest Experience Specialists.

• Adhere to company policies, quality assurance standards, confidentiality requirements, and maintain professional communication and telephone etiquette.

• Perform any other reasonable duties as requested by supervisors.

⛳️ Requirements

• High school diploma or equivalent; one year of related experience and/or training; or a combination of education and experience.

• Vocational School Degree or Business qualification.

• Experience with OTA platforms.

• Proficient in Airbnb, Booking.com, Expedia, SendSquared, Hospitable, VRBO, RHEA, and Guesty.

• Advanced computer skills and familiarity with OTA software systems.

• Leadership abilities to lead, motivate, and develop a team.

• Understanding of hospitality or hotel sales.

• Experience with revenue management principles and inventory control.

• Ability to implement new processes and procedures within a department.

• Skills in developing and rolling out training programs.

• Strong understanding of scheduling and management of schedules.

• Strong customer-service focus.

• Excellent organizational, time management, and multitasking capabilities.

• Clear and concise verbal and written communication skills.

• Flexibility to work various hours, including nights, weekends, and holidays as needed.

• Ability to work across different US time zones.

• Capacity to remain calm and focused while prioritizing multiple tasks in high-pressure situations.

• Negotiation skills with online travel agencies during disputes.

• Exceptional teamwork and interpersonal abilities.

• Educational credentials may be subject to verification and validation.

🏝️ Benefits

• Comprehensive benefits package available.

• Salaried, year-round employment.

• Consistent Monday-Friday work schedule.

• Remote work arrangement.