Guest Operations
hace 4 días
We are looking for a Guest Operations & AI Optimization Manager to lead our 24/7 Contact Center and Reservations team. This role owns the day-to-day performance of the team while also being responsible for continuously optimizing our AI-assisted support system, which currently handles approximately 65–70% of all inquiries. This is a hands-on leadership role: the manager will combine people management, operational ownership, and active shift coverage, while ensuring that both humans and AI work together efficiently to deliver a world-class guest and owner experience. Responsibilities Lead, coach, and manage the Contact & Reservations team, including 1:1s, performance feedback, and development. Act as the single owner of customer operations performance across people, processes, and AI. Own shift planning and schedules for a 24/7 operation, including holiday and vacation coverage. Actively cover shifts as needed while managing the team. Own escalations and ensure fast, high-quality resolutions. Continuously review and optimize AI responses, knowledge base content, and escalation patterns. Identify gaps or errors in AI answers and improve them by adding Q&As, guardrails, or specifications, testing changes in a sandbox environment before deployment. Manage the audit process to ensure reservations and guest information are accurate and fully aligned with OTAs. Oversee collections and payments related to reservations, ensuring accuracy, timely follow-up, and proper issue resolution. Document and continuously improve customer service, reservations, and escalation processes. Ensure consistent service quality, tone, and response standards across both AI and human interactions. Monitor operational metrics (inquiries per agent, AI vs. human resolution, response times). Proactively assess team capacity and justify hiring needs using data as the number of properties grows. Lead recruitment, onboarding, and training of new team members. Drive continuous improvement without requiring day-to-day COO direction. Requirements 5+ years of experience in customer service, reservations, or operations roles. Proven experience managing teams in a high-volume or 24/7 support environment. Experience working with omnichannel support tools (WhatsApp, phone, email, OTA inboxes). Hands-on experience with AI-assisted support systems, chatbots, or knowledge bases. Strong analytical skills and comfort using data to make staffing and operational decisions. Proactive, autonomous, and ownership-driven mindset. Excellent communication and leadership skills. Comfortable working hands-on. Excellent attention to detail and problem-solving abilities. Fluency in English and Spanish. Why Join RentalQuest? Be part of a founding team that has scaled travel and rentals across LATAM (Ex-Expedia, Hopper, Apple Leisure Group). Help professionalize the $19B LATAM vacation rental market. Join a company that blends AI, technology, and local expertise to drive growth. ompetitive compensation with performance incentives tied to results.
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