Guest Experience Team Lead

5 months ago

Toronto, Canada Upstay Full time

**Job Title: Guest Experience Team Lead**

**Reports to: Senior Guest Experience Manager**

**Job 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 on-shore and off-shore 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 short-term 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 short-term rental industry.
- Dependable with a good understanding of team culture and dynamics.
- Up-to-date knowledge of local regulations and trends in each market.
- Excellent verbal and written communication skills in English.
- Self-motivated with the ability to multitask in a fast-paced environment.
- Professional attitude with strong time management skills.
- Creative problem-solving 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.
- Self-motivated and self-sufficient, while also willing to seek guidance and direction as needed.
- Thrive in a fast-paced and ever-changing environment while positively representing the company.
- Passion for supporting customers and creating an amazing customer-centric team.
- Flexibility to work shifts, weekends, and public holidays.

**Salary**: $50,000.00 per year

**Benefits**:

- Dental care
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Evening shift
- Monday to Friday
- Morning shift
- Weekends as needed

Work Location: In person

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