Job Description
Director of Guest Support
Location
Remote, Austin
Type
Full time
Department
Operations Guest Support
Compensation
- $80K $110K Offers Equity Offers Bonus
Locale is building the next generation aparthotel brand for the modern traveler. Our apartment-style accommodations combine the best of hotel services and residential living in amazing urban locations. From virtual check-in and text-first service to thoughtful design and generous amenities, we deliver a tech-enabled hospitality experience that’s driven high guest loyalty. Since 2016, we’ve hosted guests for over 130,000 nights. Today, we’re growing rapidly, with a pipeline of new projects that will triple our portfolio by the second half of 2024. We’re building a formidable team to tackle this massive growth opportunity.
About the role
We are looking for an accomplished customer service leader to manage our global Guest Support team. This role presents a unique opportunity to help build and scale a remote world-class customer service team while contributing to the growth of Locale. You will be a key contributor in achieving operational excellence and driving strong guest satisfaction scores at Locale. You’ll be responsible for guest support activities – including reservations, concierge services, issue resolution, and response time – while developing critical policies and procedures to increase productivity within the team. As the first point of contact for Locale guests, you’ll balance the need for efficiency with a culture of hospitality to ensure our guests enjoy the Locale experience. This position reports to the CEO.
What you’ll do
- Own our guest support function – an integral part of our customer journey
- Ensure the team is consistent in their approach to issue resolution, reservations, and support
- Work with the team to deeply understand current work flows, pain points, and obstacles to solve
- Leverage our systems, and implement new ones, to deploy process improvements
- Provide actionable insights to leadership to drive productivity and efficiency
- Develop and implement clear communication standards
- Drive ancillary revenue by collaborating with Revenue Management on upsell strategies
- Become an expert on our property management system and other Locale systems
- Train and develop team members
- Create and implement an incentive plan for the Guest Support team
Expected results
- Meaningful improvement in efficiency KPIs, including call volume, issue resolution, response time etc.
- Higher guest satisfaction scores and NPS throughout the portfolio
- Greater ancillary revenue by driving upsells, mid-stay cleans, etc.
- Better visibility into team performance and opportunities for improvement
What we’re looking for
- 6+ years of guest support, call center management, customer service, or customer success experience
- Exceptional project management and time management skills
- Experience managing a team, ideally with a global / outsourced component
- Highly analytical and tech-savvy
- Ability to anticipate guest needs and create solutions accordingly to reduce inbound tickets
- Excellent verbal and written communication skills
- A self-starter that can work independently with minimal supervision