Guest Services Supervisor

**About Cloud9**:
**Cloud9 delivers a comprehensive tech-enabled solution specifically designed for real estate property managers aiming to enhance their short-term rental (STR) operations, while maintaining lease retention. Our expertise lies in addressing the distinct challenges of managing larger apartments and high-floor units, which often face higher vacancy rates due to niche market demands. Through our proprietary screening process, we adeptly match these premium properties with the elite segment of STR clientele, unlocking a two-way value proposition. These properties, which typically wouldn't be accessible to this market, find new life with Cloud9. This strategic pairing not only boosts occupancy but also significantly improves the property's overall financial health.
**Job Overview**:
**As a Guest Services Supervisor, you will assume responsibility for overseeing the Guest Services Team. This entails managing training programs, conducting follow-ups, addressing escalations, and devising strategies to ensure a luxurious experience for our guests. Your role will also involve ensuring effective communication with guests, evaluating team performance, and presenting plans for continuous improvement.
**Key Responsibilities**:

- **Supervise and Audit the Guest Services Team**:Lead, train, and motivate the Guest Service Agents and Specialists to provide outstanding service and maintain professional and assertive communication.
- **Reporting, KPI tracking, and performance improvement**:Create and ensure reporting from the Guest Service Agents and Specialists to ensure proper KPIs are tracked in a timely manner, establish key performance indicators (KPIs) to measure guest service performance, and create regular reports to track progress and identify areas for improvement. Provide feedback to the Guest Service team and propose improvement plans to Managers.
- **Process Development**:Implement efficient Guest Service processes to enhance operational effectiveness and guest satisfaction.
- **Quality Assurance**:Conduct routine audits to the Guest Services team.
- **Guest Feedback**:Collect and analyze guest feedback, taking appropriate actions to address any concerns and improve service quality.
- **Screening process Escalations**:Handle guest complaints and difficult situations with professionalism and empathy ensuring the Trust and Safety policy is fully applied.
- **Problem Resolution and Escalations**:Handle guest complaints and difficult situations with professionalism and empathy, striving for swift resolutions in a timely manner.
- **VIP point of contact**:Interact with VIP guests ensuring their stay experience is of top quality.
- **Scheduling**:Create and manage staff schedules, ensuring adequate coverage during peak hours and special events.
- **Training**:Provide ongoing training and development for the Guest Services team, ensuring they are well-versed in company policies and procedures.
- **Collaboration**:Collaborate with other departments (e.g., housekeeping, maintenance, F&B) to ensure seamless guest experiences.
- **Software management**:Verify all information regarding policies and property description is correct in the OTAs.
- **Ability to work flexible hours, including weekends and holidays.
**Qualifications**:
Bachelor's degree in:
1. Hospitality Management, Business Management, Psicology, Communications.

**Experience**:
1. 3 years as a supervisor or team lead

2. 5 years on Guest Service Management

**Soft Skills**:
1. Assertive Communications

2. Strong problem-solving and conflict-resolution abilities.

3. Tech-driven

4. Teamwork

5. Detail-oriented

**Salary**: From $5,000,000 per month (open to discussion based on profile)

Ability to commute/relocate:

- Bogotá, Cundinamarca: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor’s (required)

**Experience**:

- 3 years as a supervisor or team lead 5 years on Guest Service Management

**Language**:

- English C2 (required)