Head of Guest Operations

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MasAlto Capital

WebsiteLinkedInAll Job Openings

1 - 10 employees

💸 Finance

🏢 Enterprise

Finance • Sustainability • Enterprise

MasAlto Capital is a family office that partners with tech and sustainable hospitality projects, driven by values like humility, creativity, and sustainability. Led by serial entrepreneur Vladimir Suarez, the company invests in forward-thinking startups and scale-ups, aiming to transform the world positively. With offices in Singapore and Panama, MasAlto Capital leverages its extensive experience and network to support entrepreneurs globally. The firm focuses on elevating promising ventures that align with its mission to make positive changes in the world, with over 20 teams supported around the globe.

📋 Description

• Supervise the reservations team and ensure rapid response times. • Monitor inquiry conversion rates. • Improve sales and upselling performance. • Ensure all leads receive timely follow-up. • Review lost bookings and identify improvement opportunities. • Oversee guest communications before, during and after each stay. • Ensure SLA compliance across all communication channels. • Supervise escalations and service recovery situations. • Monitor guest satisfaction and review performance. • Review calls, emails, live chats and WhatsApp conversations. • Audit support tickets and reservation workflows. • Identify coaching opportunities for team members. • Ensure consistency in communication quality and brand standards. • Lead and coach Reservations, Concierge and Guest Experience teams. • Conduct regular performance reviews. • Develop SOPs and training programs. • Drive a culture of accountability and hospitality excellence. • Monitor KPIs and operational performance. • Prepare weekly and monthly management reports. • Identify operational bottlenecks and improvement opportunities.

🎯 Requirements

• Minimum 5 years of experience leading customer service, reservations, hospitality or guest operations teams. • Strong leadership and coaching abilities. • Excellent spoken and written English. • Experience with CRM, PMS and ticketing systems. • Experience managing remote teams is highly desirable. • Hospitality, serviced apartments, hotels, vacation rentals or corporate housing experience preferred.

🏖️ Benefits

• Working From Home