Guest Experience Supervisor

THE ROLE  

Our fully remote Guest Experience team oversees all guest communication across the portfolio by phone, email, and chat support. While each day will be different, the primary focus for the Guest Experience Supervisor is to take initiative to answer and handle real-time guest issues when they arise, respond to guest reviews online, and manage our same day reservation process. In this role, you will hold yourself accountable by responding quickly to our guests to provide exceptional experiences and ability to accurately analyze reservation information. 

This role is fully remote, we set a location because some job boards require it.

AT MINT HOUSE YOU WILL

• You will work 8-hour ‘virtual office’ shifts, primarily focused on overseeing a team of guest agents, answering escalated issues, and managing same day reservation process
• Verify background checks and guide guests through the same day reservation process and become an expert on all things Mint House to answer property specific questions 
• Respond to guest reviews on multiple online channels to identify and report to the Guest Experience Manager and Director of Guest Experience on Mint House experiences
• Track guest agents performance in real-time to ensure quick and efficient communication via phone calls, email, and live chat support from our guests and operating teams 
• Manage and act as a positive role model for a team of 20 guest agents and up to 10 agents per shift 
• Assist with guest communication during times of high volume and help handle escalated guest issues in our 17 (and counting) markets
• Run daily reports and maintain booking calendar as needed to optimize reservation flow 

WE ARE LOOKING FOR

• You have 2+ years of service industry experience and at least 2 years of leading a team 
• You have worked in a call center and/or an organization where phone calls were an essential part of the customer service experience
• Experience with Zendesk, Kustomer, or other customer experience management systems 
• You have a lot of hands on experience to handle guest issues with a calm and positive demeanor 
• Team oriented mindset and committed to uplifting the team and company when you can 
• Natural ability to think on your feet; you're proactive and can act decisively when needed
• Excellent communication skills and demonstrated confidence during periods of high volume or unexpected situations
• You must be available to work evenings, weekends, and holidays; flexible in your schedule to help fill gaps one-off or last minute changes 

Hourly Rate: $18.00 - $20.00