Team Lead Guest Experience (m/f/d)


Guest Experience


Your mission

In this vital role you are responsible for the overall performance and professional development of a high-performing Guest Experience team consisting of senior and junior agents, working students and night shift agents. You and your team act as the first point of contact for all our guests (leisure and corporate) and are responsible for an outstanding guest experience prior, during and after the stay of each of our guests. In this role you will play a crucial role in developing the Guest Experience department by ensuring a high level of service quality, detecting, investigating and tending to trends, quickly and professionally responding to complaints and complex tasks and developing an proactive and individual approach to all our guests.

You will:
- Own the high level of service quality and performance of your team
- Be responsible for the development of your team through constant training of all team members in close cooperation with our Training Manager
- Act as the operational leader by ensuring that internal guest and staff related KPIs are constantly met and exceeded
- Enhance the overall guest experience by acting as first point of contact for guest requests from individual and corporate guests in an efficient, friendly and competent way via phone, WhatsApp, text message, email and on multiple booking platforms
- Be responsible for different kinds of sensitive tasks including complaint management, reporting any kind of issues to the respective departments, overbooking- and relocation processes, etc.
- Be in constant communication with internal key stakeholders to constantly improve processes and workflows to increase efficiency within your team
- Recruiting and management of the Guest Experience team
- Build up efficient and sustainable analysis and reporting structures and processes to detect and proactively tend to certain trends
Investigate, track and document key customer issues and find scalable solutions to address them 
- Understand our different guest segments and constantly research, investigate and work towards innovative and individual solutions for their needs
- Assist with the continuous improvement of internal processes within the Guest - Experience department
- Have the flexibility to work from home or in the HQ in Berlin

Your profile

- Completed undergraduate or postgraduate diploma with a background in business administration, hospitality management or related field and / or
- Proven track record of senior or leading positions in Customer / Guest Experience / Success / Support or Reservations experience in a fast-paced work environment ideally in a customer-facing or hospitality setting
- Experience in leading and developing exceptional teams, ideally in a customer-facing or hospitality setting
- Experience in effectively and empathetically comprehending and resolving complex issues
- Outstanding verbal and written communication and presentation skills
- Ability to understand and closely work with multiple internal stakeholders and departments
- Ability to work under high pressure and in a structured way
- Over average multi-tasking skills
- Be able to take responsibility and work independently and within a team likewise
- Excellent German and English skills required
- Based in Berlin

Why us?

- Competitive salary and compensation
- Strong founding team with an exceptional track record
- A young, professional and passionate team
- Agile and open environment, flat hierarchies
- Rapidly growing early-stage startup with huge potential for personal & career growth
- Powerful financial backing from renowned Tech-Investors
- Work from home flexibility
- We equip your home office, for your best efficiency
- Subsidies: Travel cheap on trains across Germany thanks to Travel Industry Card (DRV)
- Gain efficiency, productivity and sleep well: Free calm subscription - peace of mind for your brain
- Experience our product: Stay in our locations and feel the product
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