Guest Service Lead

Team Leadership & Coaching Lead, mentor, and motivate guest service agents, providing constructive feedback, performance evaluations, and professional development opportunities Conduct daily huddles and weekly meetings to align the team with service goals, operational updates, and guest satisfaction priorities Guest Experience Management Serve as the primary escalation point for complex guest requests, complaints, or service recovery situations Model and enforce the company’s service philosophy, ensuring all guest interactions are personalized, positive, and memorable Oversee check-in/check-out processes, property handovers, and special event coordination for guests Operational Oversight Manage staff schedules, assign duties, and ensure adequate coverage during peak and off-peak periods Monitor and maintain property cleanliness, amenities, and guest amenities in line with company standards Coordinate with other departments (e.

g., housekeeping, maintenance, marketing) to resolve guest issues promptly Performance & Quality Assurance Track and analyze guest feedback (reviews, surveys, direct comments) to identify trends and implement improvement actions Monitor team performance metrics, including guest satisfaction scores, response times, and service recovery rates Required Skills & Qualifications Experience: Minimum 3 years in guest services, hospitality, or short-term rental industry, with at least 1 year in a leadership role Education: Bachelor’s degree in hospitality management, business, or related field (preferred) Technical Skills: Proficient in Microsoft Office, property management systems (PMS), and POS systems Soft Skills: Excellent communication and interpersonal skills Strong problem-solving and decision-making abilities Ability to multitask and prioritize in a fast-paced environment Positive attitude and service-oriented mindset Work Environment Flexible hours, including evenings, weekends, and holidays, to align with guest arrival patterns