Guest Experience Manager

3 semanas atrás

Porto, Portugal GuestReady Tempo inteiro

**About GuestReady**

GuestReady is a globally leading short-term rental management and hospitality company, providing great services to property owners, and amazing stays to guests. We are currently operating in the United Kingdom, France, Portugal, Spain and the United Arab Emirates, and we’re growing fast. Launched in 2016, with over 1.6 million guest nights sold, generating over €60 million in rental income and managing a portfolio worth over €1 billion, GuestReady is a company on the rise.

At GuestReady, our purpose is to revolutionise the short-term rental industry through innovative technology and a commitment to hospitality. We empower landlords to turn their investments into profitable sources of income by streamlining the rental process from start to finish. From creating listings across multiple platforms to managing guest communications, housekeeping, key exchange, and price optimisation, our team of experts handle every aspect of the rental experience, freeing landlords from the hassle and stress of property management. Our mission is to bring the tradition of hospitality to the short-term rental market and provide peace of mind for our valued clients.

**About the Role**

**Responsibilities**:

- Manage a global Guest Experience team, ensuring that they are delivering high-quality support to our Guests.
- Own the Guest Experience processes and act as the Subject-Matter Expert (SME) in these areas.
- Provide direction and structure to the team, ensuring that they are aligned with the company's operational goals.
- Oversee the hiring and staffing needs of the team, ensuring that we have the right resources to meet our Guest needs.
- Overlook and approve team shifts and ensure Workforce Management (WFM) is optimised for efficiency.
- Own the team's Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and Guest satisfaction with support.
- Measure, track, and report on KPIs on a regular basis, using data to make informed decisions about team performance.
- Act as a connection between Guest Experience (GX) and the rest of the business, collaborating with other teams to ensure that we are meeting our company-wide goals.

**Requirements**:

- Bachelor's degree in business, communications, or related field.
- 2+ years of experience in a customer service leadership role, preferably in the hospitality industry.
- Excellent leadership and communication skills, with the ability to motivate and inspire a team.
- Strong analytical skills, with the ability to use data to make informed decisions.
- Knowledge of customer service best practices, including SLAs, KPIs, and WFM.
- Ability to work collaboratively with other teams across the organisation.
- Proven experience managing a team in a fast-paced, high-pressure environment.

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