Guest Experience Manager Full Time NEW

Upstay is looking for a Guest Experience Manager to join our team in Canada! Get Your Resume Ready!

The Guest Experience Manager is responsible for overseeing and enhancing every aspect of the guest journey to ensure exceptional satisfaction and service quality.

This role manages guest relations, communication processes, and service standards while leading the Guest Experience team to deliver seamless, personalized experiences that reflect the company’s values and brand promise.

Responsibilities also include operational support for virtual listings, such as ordering necessary supplies and replacement items. Additionally, the role involves reviewing property damage to ensure appropriate charges are applied.

What You’ll Do

• Supervise, train, and motivate Guest Experience (GX) team members.
• Set clear performance goals and provide regular feedback and coaching
• Oversee daily GX operations including guest messaging, calls, and review management.
• Collaborate with other departments (Operations, Housekeeping, Maintenance, Revenue, etc.) to ensure smooth communication and consistent service delivery.
• Develop and maintain operational standards, procedures, and best practices for guest communication and issue resolution.
• Monitor and analyze guest satisfaction metrics, identifying areas for improvement.
• Identify opportunities to improve the guest journey like adding extra layer of security to guest profile and implement innovative service initiatives
• Monitor guest review platforms and internal metrics to track performance and reputation.
• Support the implementation of upselling strategies and guest engagement programs.
• Participate in strategic meetings, contributing insights and recommendations based on guest feedback and operational data.
• Manage schedules, staffing levels, and training plans for the GX team.
• Ensure compliance with company policies, standards, and relevant regulations.
• Performs additional duties as assigned.

Leadership:

• Conduct performance appraisals and give continuous feedback to the team, guiding them in their daily tasks, aligned with the Upstay’s culture and values.

OH&S:

• Actively participate and contribute with the improvement of company procedures and processes.
• Follow all Upstay’s procedures and guidelines and, legal applicable regulations
• Promote safe behaviour in the workplace.
• Promote a professional and cooperative working environment, based on mutual respect and trust.

Qualifications:

• Experience: Minimum of 3–4 years in customer service and/or hospitality management, with demonstrated experience in a supervisory or management role.
• Education: college diploma or bachelor’s degree, preferably in Hospitality or related study areas.
• Other qualifications: Knowledge of Microsoft Office, CRM, PMS systems

Soft Skills:

• Passionate and enthusiastic about the short-term rental industry
• Dependable and understanding of the team culture and dynamic
• Proven verbal and written communication skills in English
• Strong knowledge of reservation systems (PMS, CRS, OTA extranets)
• Self-motivated and able to multitask in a fast-paced environment
• Detail-oriented with a focus on accuracy and efficiency
• Professional attitude with strong time management skills
• Ability to solve problems using an indirect and creative approach
• Flexibility to work shifts and on weekends and public holidays.

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Vision care

Note: This document provides guidance to the key responsibilities and the scope of work. Its content does not aim to cover 100% of the job activities, as well as it can be updated according to business needs.

Job Type: Full-time

Salary: $60,000 – $62,000, depending on experience