Join the LocalVR Team as a Night and Evening Manager, Guest Experience
Thrive in a culture of innovation and teamwork as a Night and Evening Manager, Guest Experience at Local Vacation Rentals! We're seeking a talented and motivated individual to lead our Guest Experience team remotely, providing exceptional support to our guests and driving success in the luxury vacation rental industry.
About LocalVR
Since 2015, Local Vacation Rentals has been at the forefront of luxury vacation rental management, embracing a local-driven approach that combines high-performance property management with a personal touch. With over 445 properties in Breckenridge, Park City, and Lake Tahoe, we're proud of our industry-leading strategies and commitment to delivering exceptional guest experiences.
Why Guest Experience at LocalVR?
Our Guest Experience team is expanding, and we're looking for customer-centric individuals to join our team! We provide 24/7 support to ensure a seamless experience for our guests – from pre-stay to in-residence and post-checkout – delivering a best-in-class experience. As a Night and Evening Manager, Guest Experience, you'll play a critical role in leading our team and driving success in this fast-paced environment.
What We're Looking For
We seek a strong people leader with a passion for hospitality, preferably within the vacation rental sector, and experience managing teams of 6-10 individual contributors. The ideal candidate will have:
- Background in Hospitality: A proven track record in the hospitality industry, with a deep understanding of customer needs and expectations.
- Leadership Experience: Experience managing teams of 6-10 individual contributors, with a strong ability to train, provide feedback, and manage performance.
- Customer-Centric Approach: A customer-centric mindset, with extensive experience handling sensitive customer issues and de-escalating situations to maintain a positive brand image.
- Data-Driven Decision-Making: Experience using data to enhance guest experiences through process improvements and effective staffing (Workforce Management experience is a plus).
- Tech-Savviness: Familiarity with a dynamic tech stack, including Salesforce and Guesty, to support teammates and guests.
Key Skills and Competencies
To succeed in this role, you'll need:
- Strong Leadership Skills: Ability to train teammates, provide consistent feedback, and manage performance from both quantitative and qualitative perspectives.
- Empathy and Objectivity: Proven track record of addressing customer issues with empathy while offering proactive solutions, fostering an "us against the problem" mindset.
- Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with teammates, guests, and cross-functional leaders.
- Adaptability and Flexibility: Ability to adapt to changing priorities and workflows, with a flexible mindset to navigate a fast-paced environment.
Responsibilities
As a Night and Evening Manager, Guest Experience, your key responsibilities will include:
- Managing a Growing Team: Manage a team of 6-10 Guest Experience specialists across various hours and shifts, providing training, consistent feedback, and performance management through daily interactions and weekly one-on-ones.
- Guiding the Team During Peak Times: Guide the team during peak times when guests are in residence, ensuring prompt and efficient handling of customer inquiries through call and message queues.
- Addressing Escalated Issues: Address escalated issues from team members when necessary, while empowering them with the framework and guidance to resolve issues independently.
- Resolving Sensitive Issues: Assist in resolving sensitive issues, including lock-outs, in-residence maintenance, refunds, property damage, and insurance claims.
- Collaborating with Cross-Functional Leaders: Collaborate with the Manager of Guest Experience, Director of Guest Experience, and other cross-functional leaders to continuously improve processes for both customers and teammates.
- Navigating a Robust Travel Tech Stack: Navigate a robust travel tech stack, including various booking platforms, Salesforce, Guesty, G Suite, and Slack, among others.
Work Environment and Culture
We're seeking an evening and weekend manager with an ideal schedule of Thursday to Monday evenings (1 PM - 10 PM MST). This position is remote-friendly, with an office located in Denver. Our company culture is built on:
- Innovation and Teamwork: A culture of innovation and teamwork, where we encourage collaboration and creativity.
- Customer-Centric Approach: A customer-centric approach, where we prioritize delivering exceptional guest experiences.
- Flexibility and Adaptability: A flexible and adaptable mindset, where we navigate changing priorities and workflows with ease.
Compensation and Benefits
We offer a competitive salary range of $65,000 - $75,000 per year, depending on experience, with a comprehensive benefits package, including:
- Competitive Salary: A competitive salary range, with opportunities for growth and development.
- Comprehensive Benefits: A comprehensive benefits package, including medical, dental, and vision insurance.
- Flexible Work Arrangements: Flexible work arrangements, including remote work options.
Career Growth Opportunities and Learning Benefits
At LocalVR, we're committed to the growth and development of our team members. We offer:
- Training and Development: Ongoing training and development opportunities to enhance your skills and knowledge.
- Mentorship and Coaching: Mentorship and coaching opportunities to support your career growth and development.
- Career Advancement Opportunities: Career advancement opportunities, with a clear path for growth and development.
Why Join LocalVR?
By joining LocalVR, you'll become part of a dynamic team that's passionate about delivering exceptional guest experiences. You'll have the opportunity to:
- Make a Meaningful Impact: Make a meaningful impact on our guests' experiences and create lasting memories.
- Grow and Develop Your Skills: Grow and develop your skills in a fast-paced and dynamic environment.
- Be Part of a Collaborative Team: Be part of a collaborative team that's passionate about innovation and teamwork.
Ready to Apply?
If you're a motivated and customer-centric individual with a passion for hospitality, we want to hear from you! Apply now to join our team as a Night and Evening Manager, Guest Experience, and start making a meaningful impact on our guests' experiences.
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