Guest Services Supervisor

Description

Why Good Night Stay?

GoodNight Stay is the premier luxury corporate and vacation rental management company, utilizing cutting-edge technology and leveraging its 25 years of experience to provide an unparalleled experience through thoughtful curation and design, high standards of excellence, and impeccable customer service. Our team is passionate about cultivating unforgettable, amazing experiences for all of our guests. After all, a life well-lived is a life full of incredible memories. If this sounds like a mission you'd be proud to support, read on!

What GoodNight Stay is looking for:

GoodNight Stay is looking for a proactive, service-driven leader who can confidently manage guest and owner escalations while keeping daily operations running smoothly. The ideal candidate is highly organized, able to direct team workflows through task systems, and skilled at ensuring schedules, coverage, and assignments are completed without gaps. They bring a calm, solution-oriented approach to conflict resolution and communicate clearly across phone, text, email, and other platforms.

This person is detail-oriented with experience in property and guest management systems, able to maintain accurate information while coordinating with vendors and internal departments. They take initiative, provide constructive feedback to team members, and use service-recovery tactics to protect the guest experience. Above all, GoodNight Stay seeks someone who leads with accountability while continuously improving processes and team performance.

Requirements

Key Responsibilities

· Respond to guest escalations (including requests for compensation)

· Assign tasks to team members through task management software

· Review task assignments and ensure successful and timely completion

· Create and manage team member schedule to ensure adequate coverage

· Find/provide assistance during lack of team member coverage

· Ensure accurate information in property management system

· Ensure accuracy of guest experience platform

· Train and integrate new team members

· Coordinate with and schedule maintenance and cleaning vendors as needed

· Collaborate with other departments in completing tasks and long-term projects

Qualifications

· 1 – 2 years supervisory experience in a fast paced and dynamic environment

· Ability to provide friendly, upbeat service 

· Ability to resolve conflicts in a calm and timely manner

· Ability to provide clear written and verbal communication

· Ability to take initiative while remaining within establish guidelines

· Comfortable interacting with guests across phone, text, email, and other platforms

· Experience prioritizing urgent issues in a dynamic environment

· Ability to supervise and lead a team in accordance with organizational objectives

· Ability to provide constructive feedback to team members

· Ability to execute service-recovery tactics

· Experience with reservation and property management systems (e.g., CRM and PMS)

Ability to provide upward management to improve processes and procedures 

Salary : $55,000 - $60,000