Guest Experience Manager

Guest Experience Manager

A call comes in before 7:30 AM — a guest locked out, with a group arriving behind them in an hour. Your Specialist is already on the line, pulling up the access code and looping in Dispatch, and it's handled before you even see it in the queue. This is Guest Experience at Homes by Villatel: every interaction happens by phone, chat, or email, and your job isn't to take that call — it's to have built a team, and an AI agent program, that doesn't need you to.

By mid-morning, you're spotting the pattern behind a handful of unrelated tickets that all trace back to the same gap — because the real work here is redesigning the process, not answering the same call five times. A quick huddle and a proposed fix, that's the standard.

At Homes by Villatel, the Guest Experience Manager leads a remote-first team that never rarely a guest face-to-face but still delivers a five-star experience through every call and resolution — proof that hospitality is about care, not proximity. If you coach and treat "good enough" as a starting point — this is your next role.

1. Team Leadership & Development

• Lead a team of Specialists responsible for both direct guest service and the day-to-day management of Villatel's AI agents. This team operates at a higher caliber than a traditional call-handling group, and the Manager is expected to recruit, develop, and retain accordingly.
• Build agent capability so the team resolves guest issues independently. Escalations to the Manager should be the exception; a rising escalation rate is a coaching gap, not a workload norm.
• Conduct structured one-on-one check-ins with direct reports no less than bi-weekly; document all performance conversations.

2. Guest Experience Oversight

• Establish escalation frameworks, decision-making authority, and documentation standards that enable agents to handle complex guest situations without Manager involvement.
• Hold the GE team accountable for complete, accurate ticketing of all guest issues, requests, and resolutions, and for efficient cross-departmental communication between Guest Experience, Dispatch, Maintenance, and other operational teams.
• Identify and proactively surface communication breakdowns between departments; do not wait for other teams to flag gaps.

3. Group Arrivals & Event Coordination

• Own Guest Experience readiness for all group arrivals. Coordinate proactively with the Event Center and Sales from booking confirmation through departure — group needs are never discovered at check-in.
• Lead pre-arrival planning for every group: unit readiness verification, arrival logistics, special requests, VIP identification, and GE staffing coverage aligned to group volume and event schedules.
• Conduct a post-departure debrief with Sales and the Event Center after every significant group; feed learnings into GE processes and pre-arrival planning standards.

4. Process Improvement & Project Management

This is the defining responsibility of the role and the primary measure of Manager-level performance.

• Accepting the status quo is not an option. Approach every process, workflow, and system with a critical and inquisitive mindset — questioning whether current methods are the most effective and using common sense, industry knowledge, and Villatel know-how to recommend and implement better approaches.
• Manage the day-to-day performance of the AI agent program: monitor AI performance, identify failure patterns, and recommend and implement workflow and escalation-logic refinements in partnership with the agent team and IT&E.
• Apply formal project management discipline to all improvement work: defined scope, milestones, owners, and measurable outcomes. Projects are completed and measured — not started and abandoned.
• Own the GE workstream within cross-functional initiatives and partner with Dispatch, Maintenance, Housekeeping, and IT&E to drive improvements to completion.
• Quantify the impact of every improvement — response times, resolution rates, compensation spend, review scores — and report results to leadership.
• Create and self-assign improvement projects when gaps or opportunities exist. The GE Manager is expected to generate…