Director Of Guest Support

Locale is building the next generation aparthotel brand for the modern traveler. Our apartment-style accommodations combine the best of hotel services and residential living in amazing urban locations. From virtual check-in and text-first service to thoughtful design and generous amenities, we deliver a tech-enabled hospitality experience that's driven high guest loyalty. Since 2016, we've hosted guests for over 130,000 nights. Today, we're growing rapidly, with a pipeline of new projects that will triple our portfolio by the second half of 2024. We're building a formidable team to tackle this massive growth opportunity.
About The Role
We are looking for an accomplished customer service leader to manage our global Guest Support team. This role presents a unique opportunity to help build and scale a remote world-class customer service team while contributing to the growth of Locale. You will be a key contributor in achieving operational excellence and driving strong guest satisfaction scores at Locale. You’ll be responsible for guest support activities - including reservations, concierge services, issue resolution, and response time - while developing critical policies and procedures to increase productivity within the team. As the first point of contact for Locale guests, you’ll balance the need for efficiency with a culture of hospitality to ensure our guests enjoy the Locale experience. This position reports to the CEO.
What You’ll Do

• Drive ancillary revenue by collaborating with Revenue Management on upsell strategies
• Develop and implement clear communication standards
• Leverage our systems, and implement new ones, to deploy process improvements
• Provide actionable insights to leadership to drive productivity and efficiency
• Ensure the team is consistent in their approach to issue resolution, reservations, and support
• Own our guest support function - an integral part of our customer journey
• Work with the team to deeply understand current work flows, pain points, and obstacles to solve
• Create and implement an incentive plan for the Guest Support team
• Train and develop team members
• Become an expert on our property management system and other Locale systems

Expected results

• Better visibility into team performance and opportunities for improvement
• Greater ancillary revenue by driving upsells, mid-stay cleans, etc.
• Meaningful improvement in efficiency KPIs, including call volume, issue resolution, response time etc.
• Higher guest satisfaction scores and NPS throughout the portfolio

What We’re Looking For

• A self-starter that can work independently with minimal supervision
• Experience managing a team, ideally with a global / outsourced component
• Ability to anticipate guest needs and create solutions accordingly to reduce inbound tickets
• Highly analytical and tech-savvy
• Excellent verbal and written communication skills
• 6+ years of guest support, call center management, customer service, or customer success experience
• Exceptional project management and time management skills

Locale Benefits

• Medical, dental, and vision insurance coverage + 401k
• $80,000 - $110,000 salary range. Pay is subject to change and may be modified in the future.
• Flexible PTO
• Stock option plan for company ownership
• Travel discounts when staying with Locale
• Work from home stipend to support home office needs
• Parental leave

Locale is an equal opportunity employer and we celebrate our inclusive work environment. We welcome individuals of all backgrounds and perspectives to join our company.
Compensation Range: $80K - $110K