This job is no longer available
This job expired on 05/09/2026. It no longer accepts applications.
Head of Guest Operations
Corporate Stays
Job description
About the role
Corporate Stays is seeking an experienced operations leader to oversee reservations, concierge, and guest experience teams, ensuring a world‑class customer experience across all markets. This remote, full‑time freelance position will manage the complete guest journey from inquiry to post‑stay follow‑up.
Key responsibilities
- Supervise the reservations team, monitor inquiry conversion rates, and drive sales and upselling performance.
- Oversee guest communications before, during, and after stays, ensuring SLA compliance and handling escalations.
- Review calls, emails, chats, and WhatsApp conversations; audit tickets and workflows; coach team members.
- Lead, coach, and develop Reservations, Concierge, and Guest Experience teams; conduct performance reviews and create SOPs.
- Monitor KPIs, prepare management reports, and identify operational bottlenecks.
Required profile
- Minimum 5 years leading customer service, reservations, hospitality or guest operations teams.
- Strong leadership and coaching abilities.
- Excellent spoken and written English.
- Experience managing remote teams is highly desirable.
- Background in hospitality, serviced apartments, hotels, vacation rentals or corporate housing preferred.
Required skills
- Experience with CRM systems.
- Experience with Property Management Systems (PMS).
- Experience with ticketing systems.
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Corporate Stays