Head of Guest Operations

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

📋 Description

• Oversee the reservations team to ensure quick response times.

• Track inquiry conversion rates.

• Enhance sales and upselling capabilities.

• Guarantee that all leads receive prompt follow-up.

• Analyze lost bookings to identify areas for improvement.

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

• Ensure adherence to service level agreements (SLAs) across all communication platforms.

• Handle escalations and service recovery situations.

• Monitor guest satisfaction and evaluate performance.

• 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 focused on accountability and hospitality excellence.

• Track key performance indicators (KPIs) and operational performance.

• Prepare weekly and monthly management reports.

• Identify operational bottlenecks and opportunities for enhancement.

⛳️ Requirements

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

• Strong leadership and coaching skills.

• Excellent proficiency in spoken and written English.

• Experience with CRM, PMS, and ticketing systems.

• Experience in managing remote teams is highly preferred.

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

🏝️ Benefits

• Work from home.