Vacation Rentals
hace 1 mes
About Us:
Estaga is a leading vacation rental management company, offering a diverse selection of rental properties in Florida, USA. Our mission is to provide exceptional experiences for our guests while ensuring a hassle-free and enjoyable rental process for property owners. We are currently seeking a dedicated and experienced Vacation Rental/Hospitality Customer Support Manager to join our team.
**Responsibilities**:
- Oversee and manage the day-to-day operations of the customer support team, cleaning and maintenance departments ensuring high-quality service and support for guests and property owners.
- Develop and implement customer service policies, procedures, and best practices to enhance guest satisfaction and improve overall service delivery.
- Train, coach, and mentor customer support staff, providing guidance and feedback to improve performance and ensure adherence to company standards.
- Monitor customer support inquiries, complaints, and feedback to identify trends and areas for improvement.
- Collaborate with other departments, such as marketing, maintenance, and owner’s relations, to ensure a seamless guest experience from booking to departure.
- Analyze performance metrics and generate regular reports on customer support team performance, identifying areas for improvement and implementing necessary changes.
- Serve as an escalation point for complex customer issues, resolving problems in a timely and effective manner to maintain guest satisfaction.
- Stay informed on industry trends and best practices, and recommend strategies to improve customer support operations and stay ahead of the competition.
- Assist in the development and implementation of customer satisfaction surveys and other feedback mechanisms to gather valuable insights and drive continuous improvement.
**Requirements**:
- Bachelor's degree in hospitality management, business administration, or a related field.
- A minimum of 3-5 years of experience as a manager in customer support department, preferably in the vacation rental or hospitality industry.
- Proven leadership and team management skills, with the ability to motivate and develop staff.
- Strong interpersonal and communication skills, with a customer-centric mindset and a commitment to delivering exceptional service.
- Proficient in using customer support software, CRM systems, and other relevant tools.
- Analytical and problem-solving skills, with the ability to identify trends, anticipate issues, and develop effective solutions.
- Fluency in English, and other languages are also welcomed.
To Apply:
Pay: $18,000.00 - $22,000.00 per month
Work Location: Remote
Expected Start Date: 01/05/2023
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