Guest Experience Manager
Bocobay · Colombie
Description du poste
About the role
Bocobay is seeking a Guest Experience Manager to own all guest communications and satisfaction across its Caribbean vacation‑rental portfolio. Reporting to the COO, you will lead a remote team, handle complex guest escalations, and continuously raise the standard of guest interaction.
Key responsibilities
- Hire, onboard, train and manage a distributed team of guest‑communications agents.
- Foster a high‑performance culture through clear expectations, regular 1‑to‑1s, and performance tracking.
- Serve as the escalation point for difficult guest situations, making swift resolution decisions that balance guest satisfaction and business interests.
- Maintain and improve the guest communications handbook, templates, and workflows.
- Collaborate with on‑site operations to close the feedback loop between guest issues and operational fixes.
- Track and report key metrics such as response times, satisfaction scores, review outcomes and team productivity.
Required profile
- 5+ years in a guest‑facing hospitality or customer‑experience role.
- At least 2 years of experience managing a team.
- Native or near‑native fluency in English.
Required skills
What we offer
- Opportunity to shape guest communications for a fast‑growing Caribbean hospitality brand.
- Autonomy to design processes and lead a remote, high‑impact team.
- Collaborative environment focused on delivering five‑star guest experiences.
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Bocobay
Colombie