COMPANY OVERVIEW: Join a leading luxury hospitality firm focused on acquiring and managing high-end short-term rentals. At our company, you become a crucial part of our purpose-driven journey to blend a home's cozy comfort and privacy with top-tier boutique hotels' consistent, high-quality service. Why Our Company is Exceptional: Strong Portfolio: We manage high-value properties with an ambitious goal to grow our luxury developments substantially. Boutique Hospitality Leadership: With our distinctive boutique approach, we're setting the bar high in the luxury short-term rental market. Prestigious Properties: Our portfolio includes iconic properties and a broad collection of premium short-term rentals. Commitment to Excellence: Every property we manage reflects our steadfast commitment to upholding top-tier standards, in line with a luxury boutique hotel's full-service experience. Superior Guest Experiences: Our commitment to excellence is reflected in our thousands of 5-star ratings, a testament to our team's dedication to ensuring every guest experience is impeccable. Join our vibrant team as we work to gain even more 5-star ratings, to revolutionize the guest experience, and, ultimately, the vacation rental industry in Southern California and beyond. POSITION SUMMARY: We are seeking a highly experienced Philippines-based professional to fill this exciting position as our Remote Director of Guest Experience. The Objective: As Director of Guest Experience, your primary objective will be to guide our team in ensuring top-notch customer service and unforgettable 5-star experiences for our guests. From the first interaction to check-out (and beyond), your mission will be to create systems that will leave a positive, lasting impression. In this role, your day-to-day could look like: Managing and leading a team of remote guest experience agents, providing guidance, training, and support. Developing and implementing customer service protocols to streamline processes and improve overall guest satisfaction. Analyzing data and feedback to identify areas for improvement in the guest experience journey. Collaborating with other departments, such as marketing and operations, to ensure a cohesive approach to guest satisfaction. Staying up-to-date on industry trends and best practices in order to continuously innovate our guest experience strategies. You will serve as a key link between our operations and guests. We'd love to hear from you if you're a self-starter with a strong work ethic and leadership skills. Apply to join us today! RESPONSIBILITIES: Serve as the primary contact for guests, managing their experiences before, during, and after their stay and leading the Guest Experience Team. Update communication protocols and standard operating procedures to ensure optimal guest interaction. Engage guests proactively to collect feedback through various channels, such as surveys and digital platforms, 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. QUALIFICATIONS: Must live in Colombia. 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. COMPENSATION & BENEFITS: Monthly Salary: $2,000 - $3,000 based on experience and achievement. Bonus: Performance-based bonuses. Benefits: Paid time off, such as PTO, sick days, and vacation days. Health insurance. Schedule: Must be available during regular business hours in the US with the flexibility to be available on weekends and holidays as needed. #J-18808-Ljbffr
