Guest Experience Manager

Position Summary:
The Guest Experience Manager will oversee all aspects of guest interactions, property inspections, and guest satisfaction. This position plays a critical role in managing the customer service team, ensuring high standards of property care, and fostering unforgettable guest experiences. The ideal candidate will have a keen eye for detail, excellent communication skills, and a proactive approach to enhancing both guest services and property upkeep.

Key Responsibilities:

Customer Service Management

• Lead, train, and manage the customer service team to ensure prompt and effective guest communications.
• Oversee responses to guest inquiries, booking requests, and special accommodation needs.
• Resolve guest concerns quickly and professionally, while identifying recurring issues for future improvements.
• Develop and implement strategies to improve guest satisfaction scores and feedback.

Property Inspection & Damage Reporting

• Coordinate and oversee the inspection process for all properties, ensuring that each property meets high standards of cleanliness and functionality before and after guest stays.
• Document and report any damages found during inspections, working with property owners and the customer service team to initiate necessary repairs.
• Collaborate with Online Travel Agencies (OTAs) such as Airbnb and VRBO to collect damages from guests.
• Work with insurance companies to report and track property damage claims, ensuring timely resolution and compensation.

Guest Book Creation & Management

• Create and update guest books for each property, ensuring that information is accurate, clear, and helpful.
• Ensure the inclusion of essential details such as house rules, check-in/check-out instructions, local attractions, and emergency contact information.
• Update guest books to reflect changes in amenities, property features, and local services.

Experience Creation & Property Signage

• Develop personalized experiences within each property by designing and installing appropriate signage, such as welcome signs, guest instructions, and informational displays.
• Work with the design team to ensure that property signage aligns with brand standards while enhancing the guest experience.
• Collaborate with the maintenance team to ensure signage is properly installed, maintained, and updated as needed.

Qualifications:

• Proven experience in customer service or property management, preferably in a hospitality or vacation rental setting.
• Strong leadership skills with the ability to manage and develop a customer service team.
• Excellent communication and interpersonal skills, with a focus on guest satisfaction.
• Attention to detail, particularly in property inspections and reporting processes.
• Familiarity with Online Travel Agencies and experience with insurance claim processes is a plus.
• Ability to work collaboratively with different teams and stakeholders to enhance the overall guest experience.