ObjectivesThe Guest Experience Team Leader is responsible for leading and supervising the Guest Experience team to ensure exceptional guest satisfaction throughout the guest journey. The role oversees a team of all Guest Experience Agents, monitors daily operations, maintains service quality standards, drives team performance, develops team capabilities, and ensures efficient use of all operational systems and processes related to short-term rental operations.This role serves as the primary leader, coach, and operational supervisor for the Guest Experience team, ensuring outstanding guest satisfaction while driving team performance, development, and operational excellence.ResponsibilitiesTeam Leadership & ManagementLead, motivate, and manage a team of 10–12 Guest Experience Agents. Monitor daily team performance and productivity against established KPIs and service standards. Conduct regular one-on-one meetings, coaching sessions, and performance reviews. Foster a positive, collaborative, and guest-focused work environment. Manage team schedules, attendance, leave requests, and shift coverage. Handle escalated guest concerns and provide appropriate resolutions. Guest Experience ExcellenceEnsure guests receive timely, professional, and personalized service across all communication channels. Monitor guest interactions to maintain high service quality and brand standards. Identify opportunities to enhance guest satisfaction and improve the overall guest journey. Support the team in handling complex guest inquiries, complaints, and special requests. Ensure adherence to service level agreements (SLAs) and response time targets.Performance Monitoring & Quality AssuranceTrack and analyze team KPIs, including response time, guest satisfaction scores, conversion rates, occupancy support, and quality metrics. Conduct regular quality audits of guest communications and transactions. Prepare performance reports and recommend improvement plans when necessary. Identify performance gaps and implement corrective actions. Training & DevelopmentConduct onboarding and training programs for new team members. Develop and execute continuous learning and development plans. Monitor the learning curve of team members and provide coaching to improve performance. Identify training needs and collaborate with management to address skill gaps. Ensure team members are knowledgeable about company policies, systems, and hospitality best practices.Systems & Process ManagementMonitor and ensure proper utilization of all operational systems, including PMS, CRM, OTA extranets, booking platforms, communication tools, and internal systems. Verify the accuracy of reservations, guest profiles, and operational records. Identify system-related issues and coordinate with relevant departments for resolution. Recommend process improvements to increase efficiency and service quality. Operational OversightEnsure smooth daily operations and workflow management. Monitor workload distribution and resource allocation. Support occupancy and revenue objectives through effective reservation and guest management practices. Coordinate with Operations, Housekeeping, Maintenance, Revenue Management, and other departments to ensure seamless guest experiencesQualificationsBachelor's degree in Hospitality Management, Business Administration, Tourism, or a related field. Minimum 3–5 years of experience in hospitality, guest relations, reservations, customer service, or short-term rental operations. Minimum 1–2 years of leadership or supervisory experience. Experience managing teams of 10+ employees is preferred. Strong understanding of short-term rental operations and guest service standards. Excellent communication and interpersonal skills. Strong analytical and problem-solving abilities. Proficiency in platform (Airbnb, Booking.com, Expedia), and Microsoft Office. Strong coaching, mentoring, and leadership skills. Ability to work under pressure and manage multiple priorities.