Guest Services Supervisor (Latin America) (Xico)

About this Role

As a Guest Services Supervisor, you will lead and oversee a dynamic team dedicated to providing exceptional service to guests and property owners. You will ensure prompt and efficient handling of inquiries and solutions, maintaining high standards of guest satisfaction.

Main Responsibilities

• Team Leadership: Supervise and mentor guest services team members, setting clear expectations and holding them accountable for performance and responsiveness.
• Inquiry Management: Oversee the sorting and prioritization of guest and owner communications, ensuring prompt escalation of emergency issues and efficient resolution of routine matters.
• Operational Oversight: Record and communicate shift activities in detail to ensure seamless transitions between team members. Analyze operational data to identify trends, gaps, and opportunities.
• Guest Engagement: Provide expert assistance across multiple channels (phone, email, chat), ensuring guests' needs are met enthusiastically and efficiently.
• OTA Management: Collaborate with the team to maintain and respond to inquiries from all Online Travel Agencies (OTAs) such as Airbnb, Vrbo, Booking.Com, and others, ensuring consistency and accuracy across platforms.
• Cross-Department Collaboration: Communicate with housekeeping, maintenance, and front-line teams to ensure seamless handoffs. Coordinate with leadership on process improvements and operational priorities.
• Bilingual: English and Spanish.

Ideal Candidate

The adecuado candidate will possess strong leadership and communication skills, a commitment to excellence in guest service, and the ability to manage and motivate a diverse team effectively.