Guest Service Lead

Team Leadership & Coaching

Lead, mentor, and motivate guest service agents, providing constructive feedback, performance evaluations, and professional development opportunities

Conduct daily huddles and weekly meetings to align the team with service goals, operational updates, and guest satisfaction priorities

Guest Experience Management

Serve as the primary escalation point for complex guest requests, complaints, or service recovery situations

Model and enforce the company’s service philosophy, ensuring all guest interactions are personalized, positive, and memorable

Oversee check-in/check-out processes, property handovers, and special event coordination for guests

Operational Oversight

Manage staff schedules, assign duties, and ensure adequate coverage during peak and off-peak periods

Monitor and maintain property cleanliness, amenities, and guest amenities in line with company standards

Coordinate with other departments (e.g., housekeeping, maintenance, marketing) to resolve guest issues promptly

Performance & Quality Assurance

Track and analyze guest feedback (reviews, surveys, direct comments) to identify trends and implement improvement actions

Monitor team performance metrics, including guest satisfaction scores, response times, and service recovery rates

Required Skills & Qualifications

Experience: Minimum 3 years in guest services, hospitality, or short-term rental industry, with at least 1 year in a leadership role

Education: Bachelor’s degree in hospitality management, business, or related field (preferred)

Technical Skills: Proficient in Microsoft Office, property management systems (PMS), and POS systems

Soft Skills:

Excellent communication and interpersonal skills

Strong problem-solving and decision-making abilities

Ability to multitask and prioritize in a fast-paced environment

Positive attitude and service-oriented mindset

Work Environment

Flexible hours, including evenings, weekends, and holidays, to align with guest arrival patterns