Guest Experience Manager

Homes by Villatel is a distinctive hospitality company specializing in managing luxury vacation rental properties that deliver exceptional guest experiences across multiple locations. With a focus on remote operations enhanced by cutting-edge technology, Homes by Villatel redefines how hospitality services are provided by integrating advanced AI solutions with expert human teams. This approach ensures that guests receive seamless service and outstanding support, whether through phone, chat, or email, all without the need for constant physical presence on-site. The company prides itself on combining personalized care with technology-enabled efficiency to maintain a five-star service standard in every interaction, reflecting true hospitality values that prioritize comfort and satisfaction over mere proximity.

The role of Guest Experience Manager at Homes by Villatel is remote-first and highly strategic, essential for maintaining the company’s exceptional service quality. This position leads a specialized team dedicated to managing all guest interactions and overseeing an innovative AI agent program that supports and amplifies the team’s capability. The Guest Experience Manager's primary focus extends beyond direct customer service to team leadership, operational excellence, and continuous process improvement. This role demands a visionary mindset that aims to redesign guest service processes to minimize repetitive issues and maximize first-contact resolution. By empowering the team to handle complex guest situations independently and by setting high standards for quality and efficiency, the Guest Experience Manager ensures that escalating cases to leadership becomes a rare exception rather than the norm.

Additionally, this role requires managing group arrivals and coordinating closely with the Event Center and Sales teams to anticipate and address the needs of group stays proactively. The Guest Experience Manager meticulously plans pre-arrival logistics, verifies unit readiness, manages VIP requests, and leads thorough post-event reviews to enhance future experiences. The responsibility for driving AI agent program performance involves monitoring system data, identifying failure points, implementing strategic improvements, and collaborating with IT and engineering teams. The position also encompasses project management responsibilities and requires presenting data-driven insights to upper management in a succinct, narrative-driven format that highlights trends and actionable outcomes.

A successful Guest Experience Manager at Homes by Villatel exhibits a relentless commitment to innovation, accountability, and guest-centric leadership. They are expected to facilitate departmental communication, financial oversight concerning guest compensation, and review response management, ensuring timely, empathetic engagement that reinforces the brand's reputation. This role offers candidates with a minimum of five years of progressively responsible hospitality leadership experience an opportunity to pioneer new standards in remote guest services while working in a dynamic, technology-enhanced environment dedicated to excellence and growth.