Guest Services & Service Delivery Manager
Industry: Corporate Housing & Furnished Accommodations
Reports To: Director of Operations
Team Size: 12 Direct Reports (Guest Services and Service Delivery)
Job Overview:
The Guest Services & Service Delivery Manager leads our overall service delivery by combining empathetic people leadership with rigorous operational oversight. You will directly manage a team of 12 employees while facilitating our network of third-party vendors (housekeeping, maintenance, furniture rental, concierge services, properties) to ensure clients receive timely and exceptional corporate housing experiences. Serve as a client-facing resource representing our client's overall experience for personalized, on-demand service and support.
Key Responsibilities
Team Leadership & People Management:
Supervise and Mentor: Direct, coach, and evaluate a team of 12 overseas service delivery and guest services coordinators and managers to ensure performance aligns with company and client KPIs and scheduling expectations.
Staff Scheduling: Manage team shifts, task assignments, and weekend schedules to provide continuous operational coverage.
Training & Development: Design and execute training programs focused on high-touch hospitality, process management, conflict resolution, and corporate housing software systems (Oscar/Orion).Evenings & Weekends (Afterhours) Emergency Support: Be available as a backup contact for afterhours emergency client or guest contact. Report and coordinate potential emergency issues and work orders between properties and clients.
Operations & Unit Readiness:
Full Booking & Unit Lifecycle Oversight: Oversee all unit booking setups through the entire process of leasing, furniture delivery, inspection, arrival communication, in-stay work orders, and departure breakdown.
Quality Assurance: Oversee the move-in/move-out inspection process, ensuring the team conducts comprehensive setup completion and pre-arrival inspections so units meet our client's brand standards.
Supply Chain & Vendor Escalation Management: Facilitate service delivery escalations, scheduling conflicts, and service shortfalls for the entire unit delivery lifecycle process.
Service Recovery: Serve as the senior escalation point for complex vendor, client, and guest issues, orchestrating rapid responses to maintenance emergencies or logistics failures while maintaining company fiscal responsibility.
Vendor & Partner Management:
Vendor Oversight: Vet and hold accountable third-party vendors, including concierge providers (inspections), property managers, housekeeping services, and furniture contractors.
Performance Metrics: Conduct quarterly vendor reviews to monitor service-level agreements (SLAs) and quality control.
Property Relations: Maintain positive operational ties with multi-family leasing offices and property managers where our corporate units are located.
Qualifications and Skills
Experience:
3 to 5 years of management experience in corporate housing, hospitality, or residential property management.
Proven Leadership: Demonstrated success directly managing a team of 5+ employees in a fast-paced environment.
Operations Savvy: Strong background in vendor relations, pricing oversight, and logistics coordination.
Tech Literacy: Proficiency with Property Management Systems (PMS) Oscar/Orion, Google Sheets, Excel, and Microsoft 365 Suite alongside standard optimization tools.
