Guest Services Supervisor (Latin America)

As a Guest Services Supervisor, you will lead and oversee a dynamic team dedicated to providing exceptional service to guests and property owners. You will ensure prompt and efficient handling of inquiries and solutions, maintaining high standards of guest satisfaction.

● Team Leadership: Supervise and mentor guest services team members, setting clear expectations and holding them accountable for performance and responsiveness.
● Inquiry Management: Oversee the sorting and prioritization of guest and owner communications, ensuring prompt escalation of emergency issues and efficient resolution of routine matters.
● Operational Oversight: Record and communicate shift activities in detail to ensure seamless transitions between team members. Analyze operational data to identify trends, gaps, and opportunities.
● Guest Engagement: Provide expert assistance across multiple channels (phone, email, chat), ensuring guests’ needs are met enthusiastically and efficiently.
● OTA Management: Collaborate with the team to maintain and respond to inquiries from all Online Travel Agencies (OTAs) such as Airbnb, Vrbo, Booking.com, and others, ensuring consistency and accuracy across platforms.
● Cross-Department Collaboration: Communicate with housekeeping, maintenance, and front-line teams to ensure seamless handoffs. Coordinate with leadership on process improvements and operational priorities.
● Bilingual English and Spanish

Ideal Candidate: 
The ideal candidate will possess strong leadership and communication skills, a commitment to excellence in guest service, and the ability to manage and motivate a diverse team effectively.