Head of Guest Operations

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

📋 Description

• Oversee the reservations team and guarantee quick response times.

• Track inquiry conversion rates.

• Enhance sales and upselling effectiveness.

• Ensure all inquiries receive prompt follow-up.

• Analyze lost bookings and pinpoint areas for improvement.

• Manage guest communications before, during, and after their stay.

• Ensure compliance with Service Level Agreements (SLA) across all communication platforms.

• Handle escalations and service recovery scenarios.

• Monitor guest satisfaction and evaluate performance metrics.

• Review calls, emails, live chats, and WhatsApp interactions.

• Audit support tickets and reservation processes.

• Identify coaching opportunities for team members.

• Maintain consistency in communication quality and brand standards.

• Lead and mentor the Reservations, Concierge, and Guest Experience teams.

• Conduct regular performance evaluations.

• Develop Standard Operating Procedures (SOPs) and training programs.

• Foster a culture of accountability and excellence in hospitality.

• Monitor Key Performance Indicators (KPIs) and operational efficiency.

• Prepare weekly and monthly reports for management.

• Identify operational bottlenecks and avenues for improvement.

⛳️ Requirements

• At least 5 years of experience managing customer service, reservations, hospitality, or guest operations teams.

• Strong leadership and coaching skills.

• Exceptional spoken and written English proficiency.

• Familiarity with CRM, PMS, and ticketing systems.

• Experience in managing remote teams is highly desirable.

• Background in hospitality, serviced apartments, hotels, vacation rentals, or corporate housing is preferred.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Opportunities for career advancement and professional development.

• Comprehensive health benefits package.

• Positive work environment focused on teamwork and collaboration.