Guest Experience Manager

COMPANY OVERVIEW:

Welcome to Hallson Hospitality Co., a premier property management and real estate investment company based in Nashville, TN. Founded with a passion for creating beautifully designed short-term rental properties, we specialize in curating an exceptional collection of accommodations that offer an elevated experience for our guests.

At Hallson Hospitality Co., we take pride in upholding the highest standards across our entire portfolio. Our commitment to providing unparalleled guest experiences sets us apart in the industry. From the moment guests arrive, our dedicated team ensures their stay is seamless and extraordinary, turning moments into cherished memories.

POSITION SUMMARY:

Ready to be our guru of guest experiences at Hallson Hospitality Co.? Your role as the Guest Experience Manager is crucial to our day-to-day operations. If you've ever felt the thrill of leading conversations, creating new possibilities, and juggling multiple priorities simultaneously, this role was designed for you!

As the Guest Experience Manager, your primary objective will be to ensure top-notch customer service and unforgettable 5-star experiences for our guests. From their first interaction to check-out (and beyond), your mission is to create lasting memories that will leave a lasting impression.

Practically, this means you will be responsible for overseeing our guest communications, listening intently to and being guided by customer feedback, and monitoring our digital platforms to inform our next move. Ultimately, you will be the bridge between our operations and everyone who books to stay with us.

Personality Fit:

If you're a natural problem solver with excellent communication skills who takes initiative and has a customer-centric approach, you'll fit right in with our dedicated team. We invite you to apply and join us in building an authentic Hospitality experience in the STR space!

RESPONSIBILITIES:

• Serve as the primary contact for guests, managing their experiences before, during, and after their stay
• Manage and lead our team of Guest Experience Specialists.
• Actively update communication protocols and standard operating procedures to ensure optimal guest interaction.
• Engage guests proactively to collect feedback through various channels like surveys and digital platforms, ensuring they have ample opportunity to share their views.
• Monitor and address guest feedback on digital platforms in collaboration with the Community Manager to demonstrate the hotel’s dedication to satisfaction.
• Facilitate communication between guests and the operations team, ensuring guest feedback is integrated into service improvements and maintaining guest loyalty.
• Analyze customer feedback and data to identify trends and areas for improvement, driving enhancements in the guest experience.
• Work with department heads to strategize and implement continuous improvement initiatives based on guest insights.

Requirements

QUALIFICATIONS:

• Must have at least 3 years of experience working in the short-term rental or hotel industry.
• Must care deeply about each guest's experience before, during and after their stay.
• Strong written and verbal communication skills, adept problem-solving abilities, willingness to take initiative
• Familiarity with hospitality industry trends, best practices in guest experience management, analyzing customer feedback, and implementing improvements.
• Certification in Guest Relations Management or a related field is a plus.
• Experience with Guesty Property Software oe similar is preferred, and the Breezeway platform is a plus.
• Experience with online travel agencies like Airbnb, HomeAway/VRBO is strongly preferred.
• Experience with Google Suite, DUVE, ClickUP, and Slack is highly preferred.

Benefits

COMPENSATION & BENEFITS:

Annual Salary: Based on experience and achievement

Bonus: Bonuses are awarded based on guest reviews, response time, and overall company performance.

Benefits:

• Paid time off, such as PTO, sick days, and vacation days
• Health insurance
• Dental Insurance
• Vision insurance
• Short-term disability insurance
• Employee recognition programs

Schedule: Full-time hours with the flexibility to work various shifts, including evenings, weekends, and some holidays as needed.