Guest Experience Supervisor

Position: Guest Experience Supervisor
Location: Remote (MST Timezone)

Work Schedule: Monday to Friday 10:00 AM to 07:00 PM (MST)

About Us:

Our company is a rapidly growing premium shortterm rental property management company headquartered in Colorado Springs Colorado. With a commitment to exceptional customer service and a focus on creating memorable guest experiences we have expanded from 9 to over 160 Airbnb listings in the past two years. We are dedicated to achieving even greater success while maintaining our core values of inclusivity collaboration and worklife balance.

Role Overview:

We are seeking a dedicated and skilled Guest Experience Supervisor to lead and support our team of dynamic Communication Agents. As the Supervisor you will oversee all guest communication and ensure a seamless experience for our guests. This role requires strong leadership skills exceptional communication abilities and a passion for delivering outstanding customer service.

Key Responsibilities:

• Team Leadership: Provide guidance mentorship and direction to a team of Communication Agents ensuring they meet performance goals and deliver topnotch guest services.
• Guest Communication: Oversee and coordinate all guest interactions including inquiries prestay questions problemsolving during stays and maintaining a high standard of friendly polite and professional communication.
• Software Utilization: Ensure the team effectively utilizes various software tools including Slack Notion Operto Teams Brivo Arlo StayFi Akia and Minut for managing reservations communication and property maintenance.
• Property Management: Assist with coordinating maintenance and maintaining clear communications across all areas of business.
• Continuous Improvement: Collaborate with the team to implement new shortterm rental software procedures and systems ensuring that Renjoy remains at the forefront of the industry.
• Active Monitoring: Stay actively engaged with guest communication by responding to messages when necessary. Maintain constant vigilance in monitoring messages to guarantee the quality of responses aligns with our high standards.
• Scheduling: Create and manage team schedules to ensure adequate coverage during peak hours and special events. Handle shift assignments and hiring communication agents when needed.
• Adaptability: Flexibility to adapt to changing customer needs and business requirements.

Requirements:

• Strong Leadership Skills: Ability to motivate and manage a team effectively.
• Excellent Communication: Outstanding verbal and written communication skills to interact effectively with customers and team members.
• ProblemSolving Abilities: Ability to resolve customer complaints and issues effectively often involving complex problemsolving.
• Organizational Skills: Strong organizational skills with attention to detail.
• Supervisory Experience: At least 23 years of supervisory or team lead experience is required.
• Customer Service Experience: Prior experience in a customer service or support role is preferred.

NicetoHaves:

• Experience with property management software particularly Guesty.
• Availability for a flexible schedule to assist with 24/7 guest communication coverage.
• Interest in the shortterm rental industry.

What We Offer:

• Competitive and consistent pay with the opportunity for growth.
• A stimulating and collaborative work environment.
• Opportunities for career advancement and professional development within the company.

If you are a dynamic leader passionate about exceptional customer service and ready to lead a dedicated team we encourage you to apply for the position of Guest Experience Supervisor. Join our ambitious and growing team and explore opportunities for career advancement within the company.

Remote Work :

No