Pre-arrival Experience Team Lead - Toronto, Canada - Upstay

Upstay

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Title:
Pre-Arrival Experience Team Lead

Reports to:
Pre-Arrival Experience Manager

Job Summary:

We are currently seeking a motivated and experienced individual to join our team as a Pre-Arrival Experience Team Lead.

In this role, you will be instrumental in setting up the Pre-Arrival Experience team and leading them to provide exceptional service to our guests prior to their arrival.

If you have a background in the short-term rental or hotel industry, strong leadership skills, and a passion for creating outstanding guest experiences, we would love to hear from you.

Responsibilities:

Act as the goto person in the absence of the Pre-Arrival Experience Manager, managing and training the Pre-Arrival Experience team.
Manage the guest journey from the prospecting stage to the arrival stage, ensuring a seamless and exceptional arrival experience.
Assist in creating and maintaining a comprehensive upsell and crosssell program to maximize revenue opportunities.
Manage the deposit and payment process for all reservations, ensuring accuracy and timely processing.
Provide support to the operations teams to maintain a positive guest experience throughout their stay.
Respond to messages from current and prospective guests, building strong personal rapport and resolving any guest issues.
Communicate property updates and verify customer information in relevant systems.
Address major issues that cannot be resolved by customer service agents, finding effective solutions to ensure guest satisfaction.
Send quotes to returning guests, complete transfers, and issue refunds as necessary.

Job Requirements:

2+ years of experience in the shortterm rental or hotel industry, with a background in the hotel reservation department.
Bachelor's degree or equivalent education in the hospitality industry.
Solid computer skills, including experience with G Suite and cloud computing programs.
Proven experience with CRM systems and property management systems (PMS).

Soft Skills:

Strong interpersonal and communication skills, both oral and written.
Excellent written and verbal communication skills.
Grounded in ethical business practices.
Ability to set and exceed aggressive individual and organizational goals.
Selfmotivated and selfsufficient, while also willing to seek guidance and direction as needed.
Thrive in a fastpaced and everchanging environment while positively representing the company.
Passion for supporting customers and creating an amazing customercentric team.
Flexibility to work shifts, weekends, and public holidays.

Salary:
$50,000.00 per year

Benefits: