Job type full-time
Benefits pulled from the full job description
401(k) dental insurance health insurance travel reimbursement unlimited paid time off vision insurance
Not provided by employer
Full job description
Locale is building the next generation of fully-flexible accommodations designed for the new ways people stay, live, and workOur furnished apartments combine the best of hotel services and residential living, providing locale guests with a high-quality, tech-enabled experience no matter how long the stay.
Founded in 2016, locale has hosted thousands of travelers and renters across the countryWe have partnered with best-in-class real estate owners and developers to drive enhanced cash flow to their residential properties via our differentiated brand and operating platformBacked by top venture capital and real estate investors, locale is quickly expanding our network of furnished apartments to new markets and we’re building a formidable team to capture this massive growth opportunity ahead.
About the role we’re hiring a customer-centric guest experience manager to join our growing team and own a wide range of critical guest-facing responsibilitiesYou’ll lead our centralized guest experience team in responding to and closing reservation requests, resolving issues in a timely manner, and coordinating with city operations to ensure apartments are ready for guestsYou’ll also create sops that drive production and efficiency within the departmentYour goal will be to generate high guest satisfaction scores, create customer loyalty, and ensure our guests are active promoters of the locale brand and experienceThis is a remote yet highly interactive role within our team with substantial headroom for growth as we scale the company.
What you’ll do
Ensure that we provide a top-tier experience for guests before, during, and after their stay
Manage our communications across multiple channels (email, text, phone)
Develop and monitor kpis to track and improve our customer service
Develop and implement best practices, playbooks, and guest feedback loops to improve the gx function
Regularly monitor our guest communications and continuously improve how we interact with guests
Monitor and proactively respond to guest reviews while actioning on the feedback
Recruit, hire and train new guest experience associates
Own any complaints or issues and address them quickly and appropriately
Work with finance and asset management to increase ancillary revenue
Work closely with revenue to manage new reservations/booking calendar
Work closely with technology and city operations to implement new systems
Develop and implement team incentive programs to drive direct bookings, revenue, and service scores
Create, organize and maintain schedules for all associates
Support the selection and implementation of a crm
What success looks like in one year
Developed new sops to level up locale’s guest experience function
Trained and coached new hires on the team
Improved our guest satisfaction and net promoter scores
Decreased our response time and minimized our issue rate
Optimized how we handle upsells and other fees to drive ancillary revenue
Created and shared insightful analytics that leads to better decision making
Helped increase our direct booking percentage for locale.com
What we’re looking for
6+ years experience managing guest experience and/or customer success teams
A strong familiarity with hospitality businesses, ideally including contact or call center experience
Extremely well organized with a strong attention to detail – nothing gets past you
Self-starter that can work independently with minimal supervision
Enjoy building and owning projects from start to finish
Enthusiastic about prop tech, startups, and building the future of hospitality
Proficient in google suite and can navigate spreadsheets with ease
Locale benefits
Great compensation package and equity incentives
Comprehensive medical, dental, and vision insurance + 401(k)
Unlimited pto for full-time employees
Regular team offsites
Monthly home office stipend
Locale travel credit with discounts for friends and family
Locale is an equal opportunity employer and we celebrate our inclusive work environmentWe welcome individuals of all backgrounds and perspectives to join the company.
#li-remote
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