Reports To: COO

The Guest Success Manager is a vital role dedicated to ensuring exceptional guest experiences in our short-term rental properties. This position involves managing and resolving escalated guest issues, maintaining high satisfaction levels, and enhancing our reputation for customer service excellence.

Key Responsibilities:

Guest Issue Resolution:

Address and resolve escalated guest complaints and issues promptly and effectively.
Serve as the primary point of contact for guests experiencing significant concerns during their stay.
Coordinate with various departments (housekeeping, maintenance, reservations) to resolve issues swiftly.

Communication:

Maintain clear, professional, and empathetic communication with guests.
Provide regular updates to guests on the status of their issues and any actions taken.
Document all guest interactions and resolutions accurately in the company’s CRM system.

Quality Assurance:

Conduct follow-ups with guests post-resolution to ensure satisfaction and gather feedback.
Identify recurring issues and work with relevant teams to implement long-term solutions.
Monitor guest feedback on review platforms and address any negative reviews proactively.

Training and Development:

Train and mentor guest services staff on effective issue resolution techniques.
Develop and update training materials related to handling escalated guest issues.

Reporting and Analysis:

Prepare regular reports on escalated issues, resolutions, and guest satisfaction metrics.
Analyze trends in guest complaints to identify areas for improvement.

Operational Support:

Assist in the development and implementation of guest service policies and procedures.
Collaborate with the property management team to ensure all properties meet high standards of quality and service.
Create guest programs to enhance the guest experience and loyalty.

Qualifications:

Bachelor’s degree in Hospitality Management, Business, or a related field preferred.
Minimum of 3-5 years of experience in a guest services or customer service role within the hospitality industry.
Proven experience in handling escalated guest issues and providing high levels of customer satisfaction.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and a detail-oriented approach.
Ability to work under pressure and manage multiple tasks simultaneously.
Proficiency in using CRM software and other guest management systems.
Flexibility to work evenings, weekends, and holidays as required.

Desired Skills: