Guest Service Lead
VTrips
Job Description
Job Description
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
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