Guest Services Manager - Houston

Job Description

Job Description

Guest Services & Service Delivery Manager

Industry: Corporate Housing & Furnished Accommodations
Reports To: Director of Operations
Team Size: 12 Direct Reports (Guest Services and Service Delivery)

Job Overview

The Guest Services & Service Delivery Manager leads our overall service delivery by combining empathetic people leadership with rigorous operational oversight. You will directly manage a team of 12 employees while facilitating our network of third-party vendors (housekeeping, maintenance, furniture rental, concierge services, properties) to ensure clients receive timely and exceptional corporate housing experiences.

Serve as a client-facing resource representing our client's overall experience for personalized, on-demand service and support.

Key Responsibilities

Team Leadership & People Management

• Supervise and Mentor: Direct, coach, and evaluate a team of 12 overseas service delivery and guest services coordinators and managers to ensure performance aligns with company and client KPIs and scheduling expectations.

• Staff Scheduling: Manage team shifts, task assignments, and weekend schedules to provide continuous operational coverage.

• Training & Development: Design and execute training programs focused on high-touch hospitality, process management, conflict resolution, and corporate housing software systems (Oscar/Orion).

• Evenings & Weekends (Afterhours) Emergency Support: Be available as a backup contact for afterhours emergency client or guest contact. Report and coordinate potential emergency issues and work orders between properties and clients.

Operations & Unit Readiness

• Full Booking & Unit Lifecycle Oversight: Oversee all unit booking setups through the entire process of leasing, furniture delivery, inspection, arrival communication, in-stay work orders, and departure breakdown.

• Quality Assurance: Oversee the move-in/move-out inspection process, ensuring the team conducts comprehensive setup completion and pre-arrival inspections so units meet our client's brand standards .

• Supply Chain & Vendor Escalation Management: Facilitate service delivery escalations, scheduling conflicts, and service shortfalls for the entire unit delivery lifecycle process.

• Service Recovery: Serve as the senior escalation point for complex vendor, client, and guest issues, orchestrating rapid responses to maintenance emergencies or logistics failures while maintaining company fiscal responsibility.

Vendor & Partner Management

• Vendor Oversight: Vet and hold accountable third-party vendors, including concierge providers (inspections), property managers, housekeeping services, and furniture contractors.

• Performance Metrics: Conduct quarterly vendor reviews to monitor service-level agreements (SLAs) and quality control.

• Property Relations: Maintain positive operational ties with multi-family leasing offices and property managers where our corporate units are located.

Qualifications and Skills

• Experience: 3 to 5 years of management experience in corporate housing, hospitality, or residential property management.

• Proven Leadership: Demonstrated success directly managing a team of 5+ employees in a fast-paced environment.

• Operations Savvy: Strong background in vendor relations, pricing oversight, and logistics coordination.

• Tech Literacy: Proficiency with Property Management Systems (PMS) Oscar/Orion, Google Sheets, Excel, and Microsoft 365 Suite alongside standard optimization tools.

st Services & Service Delivery Manager
Industry:
Corporate Housing & Furnished Accommodations
Reports To:

Guest Services & Service Delivery Manager
Industry:
Corporate Housing & Furnished Accommodations
Reports To:
Director of Operations
Team Size:
12 Direct Reports (Guest Services and Service Delivery)
Job Overview
The Guest Services & Service Delivery Manager leads our overall service delivery by combining empathetic people
leadership with rigorous operational oversight. You will directly manage a team of 12 employees while facilitating our
network of third-party vendors (housekeeping, maintenance, furniture rental, concierge services, properties) to
ensure clients receive timely and exceptional corporate housing experiences. Serve as a client-facing resource
representing
our client's overall experience
for personalized on-demand service and support.
Key Responsibilities
Team Leadership & People Management
•
Supervise and Mentor:
Direct, coach, and evaluate a team of 12 overseas service delivery, guest services
coordinators and managers to ensure performance aligns with company and client KPIs and scheduling
expectations.
•
Staff Scheduling:
Manage team shifts, task assignments, and weekend schedules to provide continuous
operational coverage.
•
Training & Development:
Design and execute training programs focused on high-touch hospitality, process
management, conflict resolution, and corporate housing software systems (Oscar/Orion).
•
Evenings & Weekends (Afterhours) Emergency Support:
Be available as a backup contact for afterhours
emergency client or guest contact. Report and coordinate potential emergency issues and work orders between
properties and clients.
Operations & Unit Readiness
•
Full Booking & Unit Lifecycle Oversight:
Oversee all unit booking setups through the entire process of leasing,
furniture delivery, inspection, arrival communication, in-stay work orders, and departure breakdown.
•
Quality Assurance:
Oversee the move-in/move-out inspection process, ensuring the team conducts
comprehensive setup completion and pre-arrival inspections, so units meet
our client's brand standards.
•
Supply Chain & Vendor Escalation Management:
Facilitate the service delivery escalations, scheduling
conflicts, and service shortfalls for the entire unit delivery lifecycle process.
•
Service Recovery:
Serve as the senior escalation point for complex vendor, client, and guest issues,
orchestrating rapid responses to maintenance emergencies or logistics failures while maintaining company fiscal
responsibility.
Vendor & Partner Management
•
Vendor Oversight:
Vet and hold accountable third-party vendors, including concierge providers (inspections),
property managers, housekeeping services, and furniture contractors.
•
Performance Metrics:
Conduct quarterly vendor reviews to monitor service-level agreements (SLAs) and quality
control.
•
Property Relations:
Maintain positive operational ties with multi-family leasing offices and property managers
where our corporate units are located.
Qualifications and Skills

•
Experience:
3 to 5 years of management experience in corporate housing, hospitality, or residential property
management.
•
Proven Leadership:
Demonstrated success directly managing a team of 5+ employees in a fast-paced
environment.
•
Operations Savvy:
Strong background in vendor relations, pricing oversight, and logistics coordination.
•
Tech Literacy:
Proficiency with Property Management Systems (PMS) Oscar/Orion, Google Sheets, Excel, and

Director of Operations
Team Size:
12 Direct Reports (Guest Services and Service Delivery)
Job Overview
The Guest Services & Service Delivery Manager leads our overall service delivery by combining empathetic people
leadership with rigorous operational oversight. You will directly manage a team of 12 employees while facilitating our
network of third-party vendors (housekeeping, maintenance, furniture rental, concierge services, properties) to
ensure clients receive timely and exceptional corporate housing experiences. Serve as a client-facing resource
representing
our client's overall experience
for personalized on-demand service and support.
Key Responsibilities
Team Leadership & People Management
•
Supervise and Mentor:
Direct, coach, and evaluate a team of 12 overseas service delivery, guest services
coordinators and managers to ensure performance aligns with company and client KPIs and scheduling
expectations.
•
Staff Scheduling:
Manage team shifts, task assignments, and weekend schedules to provide continuous
operational coverage.
•
Training & Development:
Design and execute training programs focused on high-touch hospitality, process
management, conflict resolution, and corporate housing software systems (Oscar/Orion).
•
Evenings & Weekends (Afterhours) Emergency Support:
Be available as a backup contact for afterhours
emergency client or guest contact. Report and coordinate potential emergency issues and work orders between
properties and clients.
Operations & Unit Readiness
•
Full Booking & Unit Lifecycle Oversight:
Oversee all unit booking setups through the entire process of leasing,
furniture delivery, inspection, arrival communication, in-stay work orders, and departure breakdown.
•
Quality Assurance:
Oversee the move-in/move-out inspection process, ensuring the team conducts
comprehensive setup completion and pre-arrival inspections, so units meet
our client's brand standards.
•
Supply Chain & Vendor Escalation Management:
Facilitate the service delivery escalations, scheduling
conflicts, and service shortfalls for the entire unit delivery lifecycle process.
•
Service Recovery:
Serve as the senior escalation point for complex vendor, client, and guest issues,
orchestrating rapid responses to maintenance emergencies or logistics failures while maintaining company fiscal
responsibility.
Vendor & Partner Management
•
Vendor Oversight:
Vet and hold accountable third-party vendors, including concierge providers (inspections),
property managers, housekeeping services, and furniture contractors.
•
Performance Metrics:
Conduct quarterly vendor reviews to monitor service-level agreements (SLAs) and quality
control.
•
Property Relations:
Maintain positive operational ties with multi-family leasing offices and property managers
where our corporate units are located.
Qualifications and Skills

•
Experience:
3 to 5 years of management experience in corporate housing, hospitality, or residential property
management.
•
Proven Leadership:
Demonstrated success directly managing a team of 5+ employees in a fast-paced
environment.
•
Operations Savvy:
Strong background in vendor relations, pricing oversight, and logistics coordination.
•
Tech Literacy:
Proficiency with Property Management Systems (PMS) Oscar/Orion, Google Sheets, Excel, and