Manager, Guest Experience

Remote - US

At Evolve we’re a hardworking team serious about hospitality. Our teams work every day to make vacation rental easy for everyone — from our owners who trust Evolve to build their business to our guests who rest easy with every stay to our Evolvers who make this difference a reality. Our values anchor our daily decisions and interactions with our customers, communities, and each other. Join our inclusive culture in one of the most rapidly-growing segments in travel. Find your home at Evolve.

Why this role

We’re all about hospitality and delivering a 5-star experience for our guests! The Guest Experience team at Evolve provides unparalleled support, responsible for addressing pre-stay questions, completing booking requests & modifications, assisting guests & owners through cancelations when they are unable to complete their trip, and working towards resolution if a guest's stay falls short of our Rest Easy Promise. We assist guests with these, and any other hospitality needs they have before, during, or after their stay. As a Guest Experience Team Manager, you will lead a highly purposeful team focused on providing exceptional experiences and making it right for all of our stakeholders -- Teammates, Guests, Owners, and Partners -- on our journey to becoming the most trusted hospitality brand in vacation rental. This highly challenging, highly rewarding, “roll up your sleeves” role is for a resilient and resourceful leader who will coach, mentor, and inspire a team of individual contributors that support Evolve’s stakeholders -- including through complex, challenging, and escalated issues. You will use your growth mindset to build and unlock the potential of the team, and your accountability and drive to achieve individual and team goals. Your emotional intelligence and ethical judgment will ensure hospitality and service recovery, and your high level of care will support Evolve’s stakeholders through stressful and vulnerable situations. 

In this role, you will also have the opportunity to fully utilize the depth & breadth of your skill set by managing operational initiatives that support organizational objectives, increase team efficiencies, support product updates, resolve existing technological errors, and improve cross-functional communication amongst teams. Additionally, you will analyze data in regard to performance and volume to inform decision making and identify potential improvement opportunities.

What you’ll do

  • Collaborate to lead day-to-day operations (in the Guest Experience/Owner Support department) while providing operational and administrative support to ensure advancement of short and long-term goals and objectives
  • Direct leadership …
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