Guest Experience Manager chez None

Summary

We are seeking a dynamic and customer-focused Guest Experience Manager to lead our call center operations and ensure every guest interaction reflects our commitment to exceptional service. In this role, you will oversee a team of Guest Experience Agents, optimize call center performance, and act as a key liaison between our guests and internal teams.

Essential Functions

Lead and manage the daily operations of the Guest Experience call center, ensuring quality, efficiency, and alignment with service standards.

Supervise, coach, and develop a team of call center agents and supervisors to consistently deliver high-quality guest support.

Monitor call center metrics (e.g., call volume, response times, satisfaction scores and abandonment rates) and implement strategies for continuous improvement.

Handle complex guest inquiries or escalations with professionalism and empathy.

Collaborate with other departments (e.g., hotel operations, billing, recreation, marketing, technology) to resolve issues and enhance the overall guest experience.

Create and maintain training materials, SOPs, and performance evaluation tools.

Ensure compliance with company policies, procedures, and service guidelines.

Manage timekeeping and payroll processes for all associates, ensuring accuracy and compliance with company policies and labor regulations.

Strong skills in Microsoft Office, particularly Excel (e.g., for reporting, scheduling, and payroll tracking).

Understanding payroll systems (e.g., ADP, Unifocus).

Internal Relationships

Reports to Director of Guest Experience

External Relationships

Has regular contact with all departments, including Front Desks, Food and Beverage and recreational teams.

Qualifications

2+ years of experience in a call center leadership or Front Desk management role.

Proven ability to lead and motivate a team in a fast-paced, service-focused environment.

Strong communication, conflict resolution, and interpersonal skills.

Experience using call center software and customer support tools.

Strong analytical and problem-solving abilities.

Ability to work onsite and manage day-to-day operational needs.

Education/Experience Requirements

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

In the United States, we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.