Team Leader – Guest Experience

About the role

The Guest Experience Team Leader will head a group of 10‑12 agents responsible for delivering exceptional service throughout the short‑term rental guest journey. Reporting to operations, you will coach, monitor performance and ensure that every interaction meets the brand’s high standards.

Key responsibilities

• Lead, motivate and manage a team of Guest Experience Agents, handling scheduling, attendance and shift coverage.
• Monitor daily performance against KPIs such as response time, satisfaction scores and conversion rates, conducting regular one‑on‑one coaching and performance reviews.
• Handle escalated guest issues, providing timely and personalized resolutions while maintaining service level agreements.
• Conduct quality audits of communications, prepare performance reports and implement improvement plans.
• Oversee onboarding, training and continuous development programs to build team capabilities.
• Ensure accurate use of operational systems (PMS, CRM, OTA extranets, booking platforms and communication tools) and coordinate with other departments to resolve system issues.
• Identify and recommend process enhancements to boost efficiency and guest satisfaction.

Required profile

• Proven experience leading a customer‑facing team in hospitality or short‑term rental environments.
• Strong analytical mindset with ability to track KPIs and drive performance improvements.
• Excellent communication and conflict‑resolution skills.
• Detail‑oriented and comfortable managing multiple operational systems.

Required skills

• Familiarity with property management systems (PMS) and customer relationship management (CRM) tools.
• Experience using OTA (online travel agency) platforms and booking systems.
• Proficiency in data analysis and reporting.