Head of guest Operations

Head of guest Operations

Location: Philippines or Pakistan(Remote)
Employment Type: Freelancer Full-Time (48 hours/week)
Company: Corporate Stays
Working From Home

About Corporate Stays

Corporate Stays is one of the leading providers of premium furnished apartments across Canada and Latin America, operating more than 1,000 fully furnished apartments designed for corporate travelers, relocating professionals and extended stay guests.

We are looking for an experienced operations leader to oversee our reservations, concierge and guest experience teams and ensure a world-class customer experience across all markets.

Position Summary

The Director of Customer Success & Operations will be responsible for the complete guest journey, from the first inquiry through check-out and post-stay follow-up.

This role will lead our Reservations, Concierge and Guest Experience teams and will ensure that every guest interaction meets Corporate Stays' service standards.

The ideal candidate has at least 5 years of experience managing hospitality, reservations, customer service or guest experience teams in an international environment.

Key Responsibilities

Reservations Management

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  • Supervise the reservations team and ensure rapid response times.
  
  
  • Monitor inquiry conversion rates.
  
  
  • Improve sales and upselling performance.
  
  
  • Ensure all leads receive timely follow-up.
  
  
  • Review lost bookings and identify improvement opportunities.
  
  
  
  
  

Concierge & Guest Experience

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  • Oversee guest communications before, during and after each stay.
  
  
  • Ensure SLA compliance across all communication channels.
  
  
  • Supervise escalations and service recovery situations.
  
  
  • Monitor guest satisfaction and review performance.
  
  
  
  
  

Quality Assurance

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  • Review calls, emails, live chats and WhatsApp conversations.
  
  
  • Audit support tickets and reservation workflows.
  
  
  • Identify coaching opportunities for team members.
  
  
  • Ensure consistency in communication quality and brand standards.
  
  
  
  
  

Team Leadership

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  • Lead and coach Reservations, Concierge and Guest Experience teams.
  
  
  • Conduct regular performance reviews.
  
  
  • Develop SOPs and training programs.
  
  
  • Drive a culture of accountability and hospitality excellence.
  
  
  
  
  

Reporting & Analytics

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  • Monitor KPIs and operational performance.
  
  
  • Prepare weekly and monthly management reports.
  
  
  • Identify operational bottlenecks and improvement opportunities.
  
  
  
  
  

Key Performance Indicators

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  • First response time.
  
  
  • Lead conversion rate.
  
  
  • Guest satisfaction score (CSAT).
  
  
  • Net Promoter Score (NPS).
  
  
  • Average review score across OTA channels.
  
  
  • Ticket resolution time.
  
  
  • Escalation rate.
  
  
  • Repeat guest percentage.
  
  
  
  
  

Requirements

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  • Minimum 5 years of experience leading customer service, reservations, hospitality or guest operations teams.
  
  
  • Strong leadership and coaching abilities.
  
  
  • Excellent spoken and written English.
  
  
  • Experience with CRM, PMS and ticketing systems.
  
  
  • Experience managing remote teams is highly desirable.
  
  
  • Hospitality, serviced apartments, hotels, vacation rentals or corporate housing experience preferred.