Senior Guest Experience Manager

The Senior Guest Experience Manager will lead the operations of our property management business based in Australia. The ideal candidate is an extrovert, a great communicator, highly organized, experienced in dealing with difficult customers and situations, and has worked for Western companies and in leadership roles. They will report to the Operations Managers and work the afternoon shift (AEST). They should be familiar with Airbnb, VRBO, ---------- , Hostaway, Breezeway, Airtasker, Trello, Truvi, etc. This role requires a combination of customer service skills and property management expertise to maximize guest satisfaction and property revenue.

1. Ensure that the guest experience team are providing timely and helpful resolution to issues.
2. Deal with escalations promptly via phone, chat or email.
3. Assess current SOPs to identify the gaps and create new SOPs that align with the current policies and procedures.
4. Handle vendor and account management
5. Verifying that the team has implemented the insights received from feedback calls, cleaning & inspection reports and owners.
6. Work with the maintenance team to promptly resolve maintenance and repair issues faced by the guest.
7. Train the team on various aspects of property management, including but not limited to: guest and vendor communications, managing reservations, negotiating prices with potential guests, etc.


Skills and Attributes:
1. At least 5 years of experience in the property management role
2. Customer success background is preferred
3. Worked in a leadership role before
4. Worked for Western companies in the past.
5. Experience with Hostaway, Breezeway, Truvi, Booking Platforms and Trello,
6. Extroverted and confident on the phone, with strong written and verbal English.
7. Strong written and spoken skills. Can speak confidently on the phone.
8. Excellent communication skills for handling queries from clients and contractors.
9. A proactive and problem-solving mindset for identifying and addressing issues.

Salary and Work Days
1. Salary (monthly): AUD $1000/PHP 38,000. Potential for salary increase and bonus.
2. You will be working 5 days a week, sometimes on weekends.
3. Please note that this is a full-time and remote role, and you will be working exclusively for us.

Interview Process:
1. A 1-minute Loom video discussing your fit for this role.
2. A written assessment that would test your written communication skills
3. Interview with HR
4. Interview with Management Team