Remote Guest Services Manager (Mexico-based)

**NOTE: Kindly upload your ENGLISH CV.

Extenteam** is currently looking for a Remote Guest Services Manager to join our growing organization and undertake the following tasks:

As a Remote Guest Services Manager, you will be responsible for providing excellent customer service and managing our virtual guest services department. You will work closely with our remote team members to ensure guests have an exceptional experience from the moment they make a reservation to the time they check out.

RESPONSIBILITIES:
1. Supervise and manage a remote team of Guest Services Representatives, ensuring they meet and exceed performance targets and adhere to company policies and procedures.
2. Develop and maintain strong relationships with guests, ensuring their needs are met promptly and effectively.
3. Handle guest inquiries, concerns, and complaints via phone, email, and online chat, providing timely and efficient resolutions.
4. Coordinate and oversee the reservation process, ensuring accuracy and efficiency in booking guest accommodations and managing guest preferences.
5. Collaborate with other departments such as housekeeping, maintenance, and sales to ensure smooth operation and exceptional guest experience.
6. Monitor guest reviews and feedback on various platforms, and take appropriate actions to address any issues and improve guest satisfaction.
7. Implement and maintain guest service protocols, ensuring consistent and high-quality service standards across the organization.
8. Develop and train remote team members on guest service skills, procedures, and product knowledge.
9. Stay up-to-date with industry trends, competitor analysis, and customer preferences to continually improve guest services.
10. Assist in the development and implementation of guest service policies, procedures, and programs to enhance the overall guest experience.
11. Oversee the management of guest information, ensuring accuracy and confidentiality.
12. Monitor and analyze guest service metrics and reports, identifying areas for improvement and implementing strategies to enhance guest satisfaction.
13. Collaborate with the IT team to leverage technology and automation to streamline guest service operations.
14. Participate in department and company meetings, training sessions, and workshops as required.
15. Stay informed about local attractions, events, and amenities to provide guests with recommendations and enhance their overall experience.

SKILLS AND QUALIFICATIONS:
1. Proven experience as a Guest Services Manager or similar role in the hospitality industry.
2. Excellent communication skills, both written and verbal, with a strong customer-service orientation.
3. Ability to lead and motivate a remote team, fostering a positive and inclusive work environment.
4. Exceptional problem-solving skills with the ability to handle and resolve guest complaints and concerns effectively.
5. Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
6. Proficient in using customer relationship management (CRM) systems, property management systems (PMS), and other guest service software - STREAMLINE and BREEZEWAY
7. Ability to adapt to remote work environments and effectively manage remote teams.
8. Knowledge of industry standards and best practices in guest services, with a strong commitment to continuous improvement.
9. Ability to work flexible hours, including evenings, weekends, and holidays as required.
10. Bachelor's degree in hospitality management or a related field is preferred.

TECHNICAL REQUIREMENTS:

- Internet speed minimum 30mbps

- i5 8th Gen or higher

• Windows 10 / MacOS Catalina or higher
  - Minimum of 8 GB RAM
  - Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
  - Back-ups in case of power or internet provider interruptions
  - Good headset and webcam (preferably noise-canceling headset)

  WHO WE ARE:

  EXTENTEAM is the #1 trusted outsourcer for property management professionals operating short-term rentals, vacation homes, multifamily communities, and boutique hotel properties.
  **
  WHAT WE DO:**

  We support over a hundred different property management brands throughout the United States. Our virtual team members work exclusively to supercharge guest services, reservations, marketing, bookkeeping, IT support, and other core business functions.
  **
  OUR CORE VALUES:**

  - OWN YOUR STUFF: We Own Our Stuff.
  - WALK THE TALK: We Do What We Say We'll do.
  - INTO THE WILD: We are Explorers.
  - WORD AS BOND: Just Say It.

- ABOVE AND BEYOND: We Live Extenteam.