Guest Experience Supervisor

**Position: Guest Experience Supervisor****Location: Remote (MST Timezone)****Work Schedule**:Monday to Friday, 10:00 AM to 07:00 PM (MST)****About Us**:Our company is a rapidly growing premium short-term rental property management company headquartered in Colorado Springs, Colorado. With a commitment to exceptional customer service and a focus on creating memorable guest experiences, we have expanded from 9 to over 160 Airbnb listings in the past two years. We are dedicated to achieving even greater success while maintaining our core values of inclusivity, collaboration, and work-life balance.**Role Overview**:We are seeking a dedicated and skilled Guest Experience Supervisor to lead and support our team of dynamic Communication Agents. As the Supervisor, you will oversee all guest communication and ensure a seamless experience for our guests. This role requires strong leadership skills, exceptional communication abilities, and a passion for delivering outstanding customer service.**Key Responsibilities**:- ** Team Leadership**: Provide guidance, mentorship, and direction to a team of Communication Agents, ensuring they meet performance goals and deliver top-notch 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 friendly, polite, and professional 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 Renjoy remains at the forefront of the industry.- ** Active Monitoring**: Stay actively engaged with guest communication by responding to messages when necessary. Maintain constant vigilance in monitoring messages to guarantee the quality of responses aligns with our high standards.- ** Scheduling**: Create and manage team schedules to ensure adequate coverage during peak hours and special events. Handle shift assignments and hiring communication agents when needed.- ** 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, often involving complex problem-solving.- ** 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.**Nice-to-Haves**:- Experience with property management software, particularly Guesty.- Availability for a flexible schedule to assist with 24/7 guest communication coverage.- Interest in the short-term rental industry.**What We Offer**:- Competitive and consistent pay, with the opportunity for growth.- A stimulating and collaborative work environment.- Opportunities for career advancement and professional development within the company.