Pre-arrival Experience Team Lead

1 month ago

Toronto, Canada Upstay Full time

**Job Title: Pre-Arrival Experience Team Lead**

**Reports to: Pre-Arrival Experience Manager**

**Job Summary**:
We are currently seeking a motivated and experienced individual to join our team as a Pre-Arrival Experience Team Lead. In this role, you will be instrumental in setting up the Pre-Arrival Experience team and leading them to provide exceptional service to our guests prior to their arrival. If you have a background in the short-term rental or hotel industry, strong leadership skills, and a passion for creating outstanding guest experiences, we would love to hear from you.

**Responsibilities**:

- Act as the go-to person in the absence of the Pre-Arrival Experience Manager, managing and training the Pre-Arrival Experience team.
- Manage the guest journey from the prospecting stage to the arrival stage, ensuring a seamless and exceptional arrival experience.
- Assist in creating and maintaining a comprehensive upsell and cross-sell program to maximize revenue opportunities.
- Manage the deposit and payment process for all reservations, ensuring accuracy and timely processing.
- Provide support to the operations teams to maintain a positive guest experience throughout their stay.
- Respond to messages from current and prospective guests, building strong personal rapport and resolving any guest issues.
- Communicate property updates and verify customer information in relevant systems.
- Address major issues that cannot be resolved by customer service agents, finding effective solutions to ensure guest satisfaction.
- Send quotes to returning guests, complete transfers, and issue refunds as necessary.

**Job Requirements**:

- 2+ years of experience in the short-term rental or hotel industry, with a background in the hotel reservation department.
- Bachelor's degree or equivalent education in the hospitality industry.
- Solid computer skills, including experience with G Suite and cloud computing programs.
- Proven experience with CRM systems and property management systems (PMS).

**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
- Day shift
- Monday to Friday
- Weekends as needed

Work Location: In person

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