Job details
Salary $40,000 - $55,000 a year job type full-time
Full job description
Company description
Zencity is a next-gen residential hospitality company creating authentic living experiences for travelers and thriving communities for rentersWe are looking for a customer-minded problem solver to join our guest relations team.
Job description
The guest relations manager role is well suited for someone who has extremely high attention to detail, organizational ability, and passion for working with people from around the worldIf you are hard-working, empathetic, and solutions-oriented, this is the position for you!
Responsibilities
Team success (30%)
Manage team of guest resolutions experts to ensure no gaps in support coverage
Train, coach, and help hire team members
Become a subject matter expert on our 3rd party sales channels’ policies
Resolve escalated guest questions and requests
Develop and maintain accuracy of team resources and training materials
Quality control (30%)
Review processes, correspondence with customers, and customer trends to drive best customer service possible
Review guest and resident messages to track requests and open issues
Audit listings for correct amenities, policies, and copy
Monitor customer reviews, post public replies, and identify trends
Analyze and interpret data to improve processes and enhance guest experience
Customer support (40%)
Become a subject matter expert on zencity technology, policies, and best practices
Model enthusiastic and personalized customer service to zencity guests and residents during the booking process, pre-stay, during their stay, and post-stay
Proactively recognize and solve issues before becoming problems
Coordinate with our city field teams to resolve issues on the ground and provide ongoing updates to guests and residents
Qualifications
Superb communication, attention to detail, and organizational skills
1-3+ years experience in the customer service industry
1-3+ years experience in the hospitality/property management industry - including direct experience working with hotel guests, airbnb travelers, etc.
1+ year experience managing others
Proficient in microsoft office and google suite products, specifically excel
Associates or bachelor’s degree a plus
Ability to multi-task and meet deadlines
Familiarity with otas, channel managers, and pms strongly preferred
Ability to see the big picture and execute day-to-day tasks while keeping a pulse on what is happening in the industry, digital space, and beyond
Additional information
Compensation
Competitive salary ($40-55k)
Medical, dental, vision insurance
Unlimited pto
Remote work
Dynamic work environment in a progressive start-up culture
Advancement opportunities – we want you to grow with us!
We are committed to creating a diverse work environment and proud to be an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other basis protected by law.
