Assistant Guest Experience Manager

2 weeks ago

Toronto, Ontario, Canada Upstay Full time

Job Title:
Guest Experience Team Lead

Summary:


Upstay, a leading hospitality company specializing in tech-enabled vacation homes and short-term rentals, is seeking a highly motivated and customer-focused individual to join our team as a Guest Experience Team Lead.

As a Guest Experience Team Lead, you will play a critical role in coordinating and resolving guest requests and concerns, ensuring a high level of customer service.

This is an excellent opportunity to join a high-growth start-up and contribute to creating exceptional guest experiences.

Responsibilities:

  • Act as a shift leader for the Guest Experience Team, ensuring the delivery of excellent service and adherence to service standards.
  • Interact with guests daily, providing guidance and support in response to their inquiries and questions.
  • Handle escalated issues from both the onshore and offshore teams, resolving guest concerns efficiently and effectively.
  • Support the operation teams to maintain a positive guest experience throughout their stay.
  • Respond to messages from current and prospective guests, building strong personal rapport and addressing any issues that arise.
  • Communicate property updates and verify customer information in relevant systems.
  • Address major issues that cannot be resolved by customer service agents, finding creative solutions to ensure guest satisfaction.
  • Provide continuous support to management and various departments as required.
  • Assist in training deliveries of the department.
  • Collaborate with the management team to create and implement standard operating procedures (SOPs).

Job Requirements:

  • Previous customer service and/or hospitality management experience.
  • Background in hotels, resorts, or shortterm rentals is preferred.
  • Familiarity with Microsoft, G-Suite, Opera, and/or Guesty is advantageous.
  • Strong ability to learn new software systems quickly.
  • Passionate and enthusiastic about the shortterm rental industry.
  • Dependable with a good understanding of team culture and dynamics.
  • Uptodate knowledge of local regulations and trends in each market.
  • Excellent verbal and written communication skills in English.
  • Selfmotivated with the ability to multitask in a fastpaced environment.
  • Professional attitude with strong time management skills.
  • Creative problemsolving skills with the ability to think outside the box.
  • Availability to work shifts, weekends, and public holidays.

Soft Skills:

  • Strong interpersonal and communication skills, both oral and written.
  • Excellent written and verbal communication skills.
  • Grounded in ethical business practices.
  • Ability to set and exceed aggressive individual and organizational goals.
  • Selfmotivated and selfsufficient, while also willing to seek guidance and direction as needed.
  • Thrive in a fastpaced and everchanging environment while positively representing the company.
  • Passion for supporting customers and creating an amazing customercentric team.
  • Flexibility to work shifts, weekends, and public holidays.

Salary:
$60,000.00 per year

Benefits:

  • Dental care
  • Paid time off
  • Vision care

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday
  • Weekends as needed

Work Location:
In person

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