Guest Experience Lead

Our Company into luxury vacation rentals, is seeking a highly organized and service-driven Guest Experience & Reservations Lead. This is a key leadership role responsible for delivering a seamless guest journey and managing end-to-end reservations across all platforms — from initial booking to post-stay feedback.

Role Overview:

You will oversee the guest experience lifecycle, reservations team, and quality control processes to ensure service excellence and operational efficiency. The role demands a blend of hospitality passion, systems thinking, and leadership capability.

Key Responsibilities:

• Oversee the full guest journey from booking to post-departure
• Manage and audit reservations across OTAs and direct platforms
• Lead and coach the Guest Relations and Reservations team
• Ensure high service quality and resolve guest issues promptly
• Analyze feedback and prepare regular performance reports
• Collaborate with operations and finance for smooth execution.

What We’re Looking For:

• Minimum 4 years' experience in guest experience, reservations, or hospitality operations
• Proven leadership experience in managing hospitality or vacation rental teams
• Strong understanding of OTAs, PMS platforms, CRM tools, and SOP implementation
• Excellent communication, problem-solving, and process management skills
• Detail-oriented with a guest-first mindset and ability to work under pressure

Job Type: Full-time