The GEM is responsible for management and success of the GE team. Guest Experience Specialists (GES) are on-call employees who are the most guest facing position in the company. The GES manager will oversee the day to day tasks of GESâs and be available to provide support where needed. There will be a handful of reports to be completed each week to include, but not limited to, weekly performance checks of each GES, communication rating reviews, covering for vacancies on the team, and personal weekly reports.
The GEM will be responsible for all hiring, training and coaching all new GESs. The GEM will be required to play the role of GES as it relates to incubating all new cities until a GES is hired and trained to take over and covering for cities missing a GES for days to weeks at a time. The GEM will also eventually be responsible for overseeing direct online booking reservations and ensuring that the Frontdesk screening policy is followed with complete accuracy, in addition to supporting the direct booking efforts spearheaded by the sales team, including sales targets and conversion rates.
This position, as with most at a growing company, is constant flux. It will evolve with time, as will the duties associated with it. The person that fills this position will be versatile, take initiative on new tasks, and be able to work autonomously, with limited weekly instruction from manager.
Compensation and Benefits:
$40-60k/year, depending on experience
Benefits eligible
Ability to kickstart a career with an extremely high-growth company
Requirements:
Must be able to work 40-50 hours per week
Must be able to work on-call 24/7 while working remotely, or in office
Must be willing and able to work nights and weekends
Experience hiring and managing people – the team currently has 20+ people
Experience in remote customer service work and taking customer phone calls
Extremely organized with a high attention to detail
Ability to continuously improve processes and procedures
Ability to work effectively in high stress situations
Extremely responsive and regularly available for team emergencies
Goals:
Average > 4.9 star rating on Communication fields across all cities
Ensuring a happy team of employees
Collecting email addresses from > 50% of all reservations
Maintaining the Guest Experience team budget within 5% month to month
100% accuracy on background screening for OTA, Airbnb & direct bookings
Maintain a 5 minute response time for urgent matters and a 1 hours response time for non-urgent across Guest Experience team
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