Guest Experience Team Lead

hace 1 semana


Xico, México Sagan A tiempo completo

About Sagan


Sagan is a rapidly growing premium short-term rental property management company headquartered in the United States. We prioritize exceptional customer service and strive to create unforgettable guest experiences.


Role Overview


We are seeking a dedicated Guest Experience Team Lead to oversee our team of skilled Communication Agents. As the lead, you will be responsible for guiding the team in delivering top-notch guest services, ensuring seamless interactions, and maintaining a high standard of friendly, polite, and professional communication.


Key Responsibilities:



  • Team Leadership: Provide guidance, mentorship, and direction to a team of Communication Agents, ensuring they meet performance goals and deliver exceptional guest services.
  • Guest Communication: Oversee and coordinate all guest interactions, including inquiries, pre-stay questions, problem-solving during stays, and maintaining a high standard of communication.
  • Software Utilization: Ensure the team effectively utilizes various software tools, including Slack, Notion, Operto Teams, Brivo, Arlo, StayFi, Akia, and Minut, for managing reservations, communication, and property maintenance.
  • Property Management: Assist with coordinating maintenance and maintaining clear communications across all areas of business.
  • Continuous Improvement: Collaborate with the team to implement new short-term rental software, procedures, and systems, ensuring that Sagan remains at the forefront of the industry.
  • Active Monitoring: Stay engaged with guest communication by responding to messages when necessary, maintaining vigilance in monitoring messages to guarantee quality responses align with our standards.
  • Scheduling: Create and manage team schedules to ensure adequate coverage during peak hours and special events.
  • Adaptability: Flexibility to adapt to changing customer needs and business requirements.

Requirements:



  • Strong Leadership Skills: Ability to motivate and manage a team effectively.
  • Excellent Communication: Outstanding verbal and written communication skills to interact effectively with customers and team members.
  • Problem-Solving Abilities: Ability to resolve customer complaints and issues effectively.
  • Organizational Skills: Strong organizational skills with attention to detail.
  • Supervisory Experience: At least 2-3 years of supervisory or team lead experience is required.
  • Customer Service Experience: Prior experience in a customer service or support role is preferred.

Salary:$65,000 - $75,000 per year, depending on experience


Benefits:



  • Competitive pay
  • A stimulating and collaborative work environment
  • Opportunities for career advancement and professional development within the company


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