Leading hospitality company dedicated to providing exceptional experiences to our guests. We pride ourselves on delivering top-notch customer service and ensuring guest satisfaction at all times. With our commitment to excellence, we are seeking a highly skilled and experienced Guest Support Lead/Manager to join our team.
As a Guest Support Lead/Manager, you will play a crucial role in managing our guest support operations and ensuring the highest level of customer service. Your primary responsibility will be to oversee a team of support agents and ensure they deliver outstanding assistance to our guests.
Responsibilities:
- Lead, manage, and motivate a team of support agents to deliver exceptional guest support.
- Develop and implement strategies to enhance the overall guest support experience.
- Handle escalated guest inquiries and provide resolutions in a timely and professional manner.
- Utilize ticketing systems (e.g., HubSpot) to manage and prioritize tasks, ensuring efficient workflow and timely responses.
- Monitor support agent performance, provide regular feedback, and conduct performance evaluations.
- Collaborate with other departments to address guest concerns and improve processes.
- Analyze guest support metrics and generate reports to identify areas for improvement.
- Stay updated with industry trends and best practices in guest support.
Requirements:
- Minimum 2 years of experience in the hospitality industry, preferably in a guest support or customer service role.
- Proven experience in managing a team of support agents.
- Strong knowledge of ticketing systems, such as HubSpot or similar tools.
- Excellent communication skills, both written and verbal, with exceptional interpersonal abilities.
- Advanced English proficiency
- Ability to handle and resolve guest complaints and inquiries professionally and efficiently.
- Strong problem-solving skills and ability to think on your feet.
- Detail-oriented and highly organized, with excellent time management skills.
- Flexibility to work in a fast-paced environment, including weekends and holidays if required.
- Bachelor's degree in Hospitality Management or a related field is preferred.
Job Type: Contract
Part-time hours: 20-40 per week
Salary: $43,961.08 per month
Application Question(s):
- How many years of experience do you have managing a team?
- How many years of experience do you have in hospitality?
- How many years of customer service experience do you have?
- What is your highest level of completed education?
- What is your level of English proficiency?
Work Location: Remote
