Airbnb – Director of Customer Success

Director of Guest Communication

Company Overview:

Nest Host is a rapidly expanding Airbnb management company dedicated to providing exceptional hospitality services for hosts and guests. With our commitment to delivering exceptional guest experiences, we aim to set new standards in the hospitality industry.

Job Overview:

We are seeking a dynamic and visionary Director of Guest Communication to join our leadership team. The ideal candidate will be a virtual assistant with a proven track record of building and leading high-performing teams while setting a gold standard in guest relations. As the Director of Guest Communication, you will play a crucial role in fostering positive guest relationships, driving growth, and leading our team to deliver exceptional service.

Responsibilities:

– Develop and execute a comprehensive guest communication strategy, ensuring a seamless and memorable experience for every guest.
– Lead, mentor, and inspire a high-performing team, fostering a culture of excellence, collaboration, and continuous improvement.
– Oversee and coordinate guest inquiries, feedback, and requests, ensuring timely and professional responses across all communication channels.
– Establish and maintain strong relationships with key stakeholders, including property owners, service providers, and other relevant partners.
– Monitor and analyze guest feedback and market trends to identify areas for improvement and implement strategies to enhance the guest experience.
– Collaborate closely with the operations team to ensure the effective management of guest bookings, reservations, and property preparations.
– Implement training programs to ensure that the team has the necessary skills and knowledge to provide exceptional guest service.
– Drive the development and implementation of innovative initiatives to improve guest satisfaction and loyalty, ultimately enhancing the company’s reputation.
– Develop and manage the department budget, ensuring efficient resource allocation and cost-effective operations.

Qualifications:

– Proven leadership experience in guest services, customer relations, or hospitality-related role, with a track record of building and managing high-performing teams.
– Excellent communication and interpersonal skills, with a demonstrated ability to foster strong relationships with both internal and external stakeholders.
– Strong analytical and problem-solving abilities, with a strategic mindset focused on continuous improvement and growth.
– Proficiency in utilizing various communication platforms, including email, messaging apps, and phone systems.
– Exceptional organizational skills with the ability to manage multiple priorities in a fast-paced environment.
– A passion for delivering exceptional customer experiences and a commitment to exceeding guest expectations.
– Familiarity with Airbnb’s platform and operations is advantageous.
– A proactive and adaptable attitude with a strong drive for achieving results and fostering a positive team culture.

Compensation:

– Competitive salary based on experience and qualifications.
– Performance-based bonuses and incentives.
– Comprehensive benefits package.
– Opportunities for professional growth and career advancement within the company.

Application Process:

If you are an experienced and visionary leader with a passion for delivering unparalleled guest experiences, we would love to hear from you. Please submit your resume and a cover letter outlining your relevant experience and explaining why you are the perfect fit for this role.

Interested applicants, please send the following to: cam (at) Nest Host dot ca:
(preferred in a google drive link)

1. Resume in PDF format with one valid government ID attached.
2. Internet Speed test Result dated Oct. 11, 2023, and onwards.
3. No less than TWO Professional Work References with name, your relationship with them, their email address, and their mobile number.
4. Photo of your home office with your computer and all backups clearly visible.

Nest Host is an equal-opportunity employer committed to building a diverse and inclusive workplace.

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