Chief Guest Experience Strategist
hace 2 semanas
About Us: Better Talent by Laveer & Co. is a leading luxury hospitality firm dedicated to acquiring and managing high-end short-term rentals. We're committed to blending the cozy comfort and privacy of a home with the consistent, high-quality service of a boutique hotel.
Salary: $24000 - $36000 per year, based on experience and achievement, with performance-based bonuses.
Job Description:As our Chief Guest Experience Strategist, you'll play a crucial role in guiding our team to deliver top-notch customer service and unforgettable 5-star experiences for our guests. Your mission will be to create systems that leave a positive, lasting impression from the first interaction to check-out (and beyond).
- Manage and lead a team of remote guest experience agents, providing guidance, training, and support.
- Develop and implement customer service protocols to streamline processes and improve overall guest satisfaction.
- Analyze data and feedback to identify areas for improvement in the guest experience journey.
- Collaborate with other departments, such as marketing and operations, to ensure a cohesive approach to guest satisfaction.
- Stay up-to-date on industry trends and best practices to continuously innovate our guest experience strategies.
- Update communication protocols and standard operating procedures to ensure optimal guest interaction.
- Engage guests proactively to collect feedback through various channels, ensuring they have ample opportunity to share their views.
- Monitor and address guest feedback on digital platforms in collaboration with the Community Manager to demonstrate the hotel's dedication to satisfaction.
- Help guests and the operations team communicate effectively, ensuring guest feedback is used to improve services and keep guests coming back.
- Analyze customer feedback and data to identify trends and areas for improvement, driving enhancements in the guest experience.
- Collaborate with department heads to strategize and implement continuous improvement initiatives based on guest insights.
Requirements: Previous guest experience in a senior/leadership position for a professional STR or hotel operator. Strong leadership skills with proven experience managing remote teams. A self-starter who excels at working independently as well as with a remote team. Fluent in English with excellent communication skills, both written and verbal.
Benefits: Paid time off, health insurance, and opportunities for growth and development within the company.
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