Guest Experience Manager

Guest Experience Manager

National Corporate Housing | Home, Wherever You Are

National Corporate Housing is seeking an experienced Guest Experience Manager to lead and elevate the end-to-end guest journey within the market. This individual will oversee Guest Experience Associates, manage guest interactions and escalations, and drive consistency across all guest touchpoints. Through strong leadership and attention to detail, this role ensures a seamless, high-quality experience that reinforces customer satisfaction and long-term loyalty.

At National, we don't just provide housing-we create home-like experiences for global business travelers and relocating professionals. With 28+ offices worldwide, we're a trusted leader in customized corporate housing and 360-degree services that make transitions seamless.

Expectations for Success:

• Manage and develop a team of 3-4 Guest Experience Associates, providing direction, coaching, and ongoing performance support.
• Hold regular team meetings, including monthly team meetings to align on objectives, share trends and feedback, and reinforce brand standards.
• Conduct weekly 1:1 meetings with team members, facilitate quarterly check-ins, and complete and deliver annual performance reviews.
• Lead and develop a team of Guest Experience Associates, providing day-to-day direction, coaching, and support.
• Oversee the full guest lifecycle including arrivals, stay management, and departure touchpoints to ensure a seamless experience.
• Manage and resolve guest escalations quickly and professionally, ensuring service recovery and satisfaction.
• Drive consistency and quality across all guest communication and service delivery standards.
• Own and manage the customer survey process, including tracking feedback, identifying trends, and implementing improvements.
• Oversee the management of all OTA reservations and communication, ensuring timely, accurate, and high-quality interactions across all platforms.
• Lead the market's visibility and performance across OTA channels, ensuring listings are optimized, maintained, and aligned with brand standards.
• Manage the placement of OTA bookings within internal systems and ensure all reservation details are accurately captured and executed.
• Oversee payment collection and ensure proper processing and documentation for all OTA reservations.
• Ensure all guest communication and touchpoints through OTA partner portals are managed consistently and professionally by the Guest Experience team.
• Partner cross-functionally with Operations, Sales, and Accounting to ensure alignment and a cohesive guest experience.
• Ensure all guest files, lease documents, and system records are accurate, complete, and up to date.
• Oversee billing accuracy related to guest stays and support resolution of guest billing inquiries.
• Maintain strong relationships with property partners to support guest satisfaction and service delivery.
• Monitor and support office coverage, including phone support and on-call coordination as needed.
• Participate in on-call rotation and support emergency or after-hours guest needs.
• Identify opportunities to improve processes, service standards, and guest experience outcomes.
• Own and execute key operational and experience-driven projects, ensuring successful implementation and adoption.
• Track and report on guest experience metrics, including survey results and service trends.

• Support the General Manager with market-level priorities related to guest experience and service delivery.
• Ensure compliance with company policies, procedures, and service expectations.
• Support and drive company and market goals including customer satisfaction, retention, and service excellence.
• Other duties as assigned.

What Makes This Role Unique?

• Direct ownership of the guest experience and ability to influence satisfaction and retention.
• Leadership of a dedicated guest experience team with opportunity to develop talent.
• High visibility role that partners across Sales, Operations, and Accounting.
• Opportunity to drive process improvements and implement impactful projects.
• Fast-paced, people-centered environment with meaningful impact on customer experience.

Who You Are:

• Strong leader with experience managing…