Guest Experience Manager

Stella stays - who are we?Stella Stays is a prop-tech start-up with a mission to reinvent rental globally and a vision to create the future of living.We offer beautifully designed, thoughtfully equipped, tech-enabled residences, and a seamless digital guest experience.Established in 2019, Stella Stays is present and growing rapidly in major cities across the Middle East and North Africa (MENA), Europe and North America. Our proprietary technology empowers unmatched efficiency across real estate supply growth, interior design, pricing, economics, bookings, guest service, and property management.Stella Stays is the winner of:2022 Gulf Business Award for "Proptech Company of The Year" 2021 Stevie Awards for the “Most Innovative Tech Start-up of The Year” and “Innovative Achievement in Sales” for our technology and revenue generation strategy respectively. About the role:As the Guest Experience Manager at Stella Stays, you will play a pivotal role in enhancing and managing the guest experience across all our markets. Your mission will be aligned to the very core of our Business i.e: to ensure a seamless and memorable stay for every guest meeting Stella Stays standards and setting new Industry benchmark.Responsibilities:Develop, execute, and continuously refine strategies that elevate guest experience and satisfaction, meticulously aligning them with Stella Stays high standards. Employ data-driven insights to monitor, analyze, and identify areas for enhancement based on guest feedback, reviews, and ratings. Oversee and manage the day-to-day operations to ensure the timely and accurate completion of daily reports. Maintain flexibility and readiness to provide backup support and cover shifts as required to ensure seamless operations and uninterrupted guest experiences. Foster strong collaboration with the operations/FM teams to maintain the utmost standards of cleanliness, maintenance, and functionality for guest facilities. Lead, mentor, and empower a team of guest service associates, fostering a culture of exceptional customer service, effective issue resolution, and surpassing guest expectations. Establish and nurture effective channels of communication with guests, ensuring their comfort through timely addressing of needs and concerns. Partner with the finance department to judiciously manage the guest services budget. Stay up to date with industry trends, competitive landscape, and evolving customer preferences, driving continuous improvement and innovation initiatives. Streamline messaging and communication standards across the team, promoting cohesive interactions and amplifying guest satisfaction. Uncover operational gaps within existing processes and lead their transformation to establish efficient operations and a seamless guest journey. Collaborate synergistically with the Quality Assurance Specialist to define and enforce high service standards, ensuring uncompromised quality in all guest interactions. Lead and manage the Guest Experience team, orchestrating shifts and upholding discipline to sustain exceptional operational standards. Facilitate effective, empathetic communication with guests, ensuring their needs and concerns are addressed, enhancing overall satisfaction. RequirementsBachelors degree in Hospitality Management, Business Administration, or a related field. Demonstrated experience in a similar role within the hospitality sector, with a strong focus on enhancing guest experiences. Proficiency in leadership and team management, capable of driving cohesive team dynamics and operational excellence Outstanding communication skills, fostering effective relationships with guests and team members alike. Proficient in English and Arabic; Turkish or Russian will be considered a plus. Exceptional problem-solving capabilities, adept at resolving challenges while maintaining a high level of guest satisfaction. Detail-oriented with a passion for delivering outstanding guest experiences. If youre ready to dive into a high-paced, high-growth environment, wed love to hear from you. Apply now and become a part of our mission to revolutionize the hospitality industry globally.