What are the responsibilities and job description for the Guest Experience Supervisor position at Tahoe Truckee Vacation Properties?
Location: Truckee and North Lake Tahoe, CA
Compensation: $26-$30/Hour Performance-Based Bonuses Employment Type: Full-Time
About Us
We are a thriving vacation rental management company dedicated to providing exceptional guest experiences. Our team is hardworking, fun, and passionate about delivering five-star service. If you’re a strong leader who loves coaching teams, optimizing processes, and ensuring guest satisfaction, this is the perfect opportunity for you!
About the Role
As the Guest Experience Supervisor, you’ll be responsible for managing and overseeing the Guest Experience Team. This role requires coaching, tracking performance metrics, creating and optimizing systems, and holding the team accountable to ensure top-tier guest service. You’ll need to be highly skilled in guest services, including handling reservations, guest communications, conflict resolution, and sales, as expected of each Reservationist on the Guest Experience Team.
Key Responsibilities:
- Lead and manage the Guest Experience Team, ensuring smooth operations.
- Coach and mentor team members, helping them grow and improve their performance.
- Track and analyze key performance metrics, ensuring team goals are met.
- Optimize and create systems that enhance efficiency and guest satisfaction.
- Ensure accountability within the team, providing clear expectations and feedback.
- Oversee guest communications, ensuring a seamless and professional experience.
- Manage escalated guest issues, resolving conflicts and ensuring positive outcomes.
- Collaborate with other departments (field team, maintenance, owner relations) to ensure a unified approach to guest service.
- Stay up-to-date on industry trends and best practices to continuously improve service standards.
What We’re Looking For:
- Strong leadership and coaching skills – you thrive in managing and motivating a team.
- Excellent communication and problem-solving abilities – you handle guest concerns with professionalism and efficiency.
- Data-driven mindset – you track performance metrics and use insights to drive improvements.
- Process-oriented and proactive – you love creating and refining systems for success.
- High level of organization and attention to detail – managing multiple priorities comes naturally to you.
- Ability to handle escalations calmly and professionally – you’re a steady presence in high-stress situations.
- Experience in guest services, hospitality, or property management is a plus.
- Knowledge of the Truckee/Tahoe area is highly beneficial.
Perks & Benefits:
- Competitive pay with performance-based bonuses, paid holidays, paid time off, and 401(k) matching.
- Opportunity to grow and lead within a dynamic, fast-paced company.
- A supportive and collaborative work environment.
- Be part of a team that values excellence, teamwork, and innovation.
- Hybrid work opportunity after training. Flexible work schedule with on-call and weekend availability required.
How to Apply:
If you’re excited about leading a team and optimizing the guest experience, send us your resume and cover letter at careers@tahoetruckeevacations.com. Bonus points if you include your favorite morning beverage!
Job Type: Full-time
Pay: $26.00 - $30.00 per hour
Expected hours: 8 per week
Benefits:
- 401(k) matching
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed
Work Location: In person
Salary : $26 - $30