Night and Evening Manager, Guest Experience

Why LocalVR

Since 2015, Local Vacation Rentals has embraced a local-driven approach to luxury vacation rental management. With over 445 properties in Breckenridge, Park City, and Lake Tahoe, we take pride in our industry-leading strategies that combine high-performance property management with a personal touch. As a rapidly growing startup, we seek talented and motivated individuals to join us... on our journey!

Why Guest Experience at LocalVR

Our Guest Experience team is expanding, and we're looking for customer-centric individuals! We provide 24/7 support to ensure a seamless experience for our guests?from pre-stay to in-residence and post-checkout?delivering a best-in-class experience.

What We Are Looking For

We seek a strong people leader with a passion for hospitality who is eager to build and refine our Guest Experience Team. The ideal candidate will have a background in hospitality, preferably within the vacation rental sector, and experience managing teams of 6-10 individual contributors. This individual should also have extensive experience handling sensitive customer issues and de-escalating situations to maintain a positive brand image.

Skills You?ll Need
? Strong Leadership Skills: Ability to train teammates, provide consistent feedback, and manage performance from both quantitative and qualitative perspectives.
? Data-Driven Decision-Making: Experience using data to enhance guest experiences through process improvements and effective staffing (Workforce Management experience is a plus).
? Empathy and Objectivity: Proven track record of addressing customer issues with empathy while offering proactive solutions, fostering an 'us against the problem' mindset.
? Tech-Savviness: Experience with a dynamic tech stack to support teammates and guests, with familiarity in Salesforce and Guesty being a significant advantage.

Responsibilities
? Manage a growing team of 6-10 Guest Experience specialists across various hours and shifts, providing training, consistent feedback, and performance management through daily interactions and weekly one-on-ones.
? Guide the team during peak times when guests are in residence, ensuring prompt and efficient handling of customer inquiries through call and message queues.
? Address escalated issues from team members when necessary, while empowering them with the framework and guidance to resolve issues independently. We aim to cultivate agents, not gatekeepers.
? Assist in resolving sensitive issues, including lock-outs, in-residence maintenance, refunds, property damage, and insurance claims.
? Collaborate with the Manager of Guest Experience, Director of Guest Experience, and other cross-functional leaders to continuously improve processes for both customers and teammates.
? Navigate a robust travel tech stack, including various booking platforms, Salesforce, Guesty, G Suite, and Slack, among others.

Work Environment

We are seeking an evening and weekend manager with an ideal schedule of Thursday to Monday evenings (1 PM - 10 PM MST). This position is remote-friendly, with an office located in Denver.

Compensation

$65,000 - $75,000 per year, depending on experience with competitive benefits

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