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**: ContractPart-time hours: 20-40 per week**Salary**: $43,961.08 per monthApplication 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