Guest Experience Manager

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🐊 Florida – Remote

🐊 Florida – Remote

💵 $60k / year

⏰ Full Time

🟢 Junior

👔 Manager

🚫👨‍🎓 No degree required

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Lemonjuice Capital & Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

🏨 Hospitality

Consulting • Logistics • Hospitality

Lemonjuice Capital & Solutions is more than just a management company; it is a solutions company focused on providing professional management and creative solutions to legacy resorts. With a deep expertise in timeshare and real estate, Lemonjuice leverages investment capital and an operations team to serve the best interests of owners and boards. The company specializes in areas such as resort management, complex ownership, and financial analysis to help revitalize properties for financial stability.

📋 Description

• Lead and oversee daily operations of the Guest Experience team • Process guest requests, reservations, modifications, cancellations, special requests, quotes, payments, and refunds • Manage large call volumes during peak seasons and holidays • Answer guest and prospective guest calls, messages, emails, questions, and concerns • Resolve guest issues, minimize losses, and follow up to ensure guest satisfaction • Ensure rates match established codes and maintain rate integrity and resort-policy compliance • Verify and adjust guest billing and document exceptions and refunds • Manage the group inbox and route requests to the correct recipient • Monitor reservation trends, booking pace, and forecasting to support revenue goals • Prepare weekly departmental reports and analyze performance metrics • Negotiate with online travel agencies when disputes arise • Develop sales-training tactics and train new team members during growth periods • Implement processes and procedures to improve departmental effectiveness and efficiency • Work on assigned projects during slower seasons • Support positive relationships between resort teams and Guest Experience Specialists • Follow company policies, quality-assurance standards, confidentiality requirements, and professional communication and telephone etiquette • Perform other reasonable duties requested by supervisors

🎯 Requirements

• High school diploma or E.D.; or one year of related experience and/or training; or equivalent combination of education and experience • Vocational School Degree or Business • Experience handling OTA platforms • Proficiency with Airbnb, Booking.com, Expedia, SendSquared, Hospitable, VRBO, RHEA, and Guesty • Advanced computer skills and aptitude for OTA software systems • Leadership skills and ability to lead, motivate, and develop a team • Understanding of hospitality or hotel sales • Experience with revenue management principles and inventory control • Experience implementing new processes and procedures across a department • Ability to develop and roll out training programs • Strong understanding of scheduling and scheduling management • Strong customer-service orientation • Excellent organization, time management, and multitasking skills • Clear, concise verbal and written communication skills • Ability to work flexible hours, including nights, weekends, and holidays as required • Ability to work across different US time zones • Ability to stay calm and focused while prioritizing multiple tasks under hectic conditions • Ability to negotiate with online travel agencies during disputes • Exceptional teamwork and interpersonal skills • Educational credentials are subject to verification and validation

🏖️ Benefits

• Robust benefits package available • Salaried, year-round employment • Regular Monday-Friday work schedule • Remote work arrangement