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Manager, Guest Experience

The Position

Evolve is on a mission to make vacation rental easy for everyone. We’re all about hospitality and delivering the best experience possible for our guests. The Guest Experience team at Evolve provides unparalleled support to our guests from the point of booking all the way up to check-in at our properties. This team is responsible for addressing any pre-stay questions that may arise, providing booking confirmations, informing guests of amenity availability, assisting with any necessary trip modifications, and providing potential nightly rate adjustments. 

As a Manager, Guest Experience, you will manage a dynamic and growing team and provide coaching at an individual level while monitoring metrics and key performance measures surrounding guest response times and case resolution times. We are looking for managers who are excited to engage and motivate the Guest Experience team while modeling the utmost level of hospitality and customer service. Evolve is a quickly growing company and as such, our Guest Experience Managers will be tasked with continually elevating the team’s overall development, skills, and productivity by highlighting opportunities for efficiency and improvement. 

*This position is Monday-Friday, 10:30am-7pm, with one weekend day a month required (subject to change due to business needs). Managers will then have one weekday off within that same month. Must be able to work evenings, weekends, and holidays.

 

Responsibilities

  • Effectively manage team acting as a positive role model and servant leader first while also project managing to accomplish goals
  • Provide individual coaching and development for a team of 10-12 individuals. This includes call reviews, developing and coaching hospitality and customer service skills, and assisting employees in achieving/exceeding monthly goals
  • Assist in leading team meetings on relevant topics in the industry and Evolve as a whole
  • Manage projects to increase overall team efficiency and resolve existing technological errors 
  • Analyze data to inform decision making and identify potential team opportunities 
  • Motivate and engage your team by thinking outside the box, including activities such as team building events, contests, and monthly incentives 
  • Collaborate with other leaders to develop new strategies and best practices
  • Own all administration related to direct reports, including time management (timesheets, PTO requests, etc.) 

 

Qualifications

  • 1+ years of leadership or management experience strongly preferred
  • Hospitality industry experience strongly desired
  • Experience with Excel, Periscope, and Salesforce.com (CRM) strongly preferred 
  • Natural people leader utilizing relationship, coaching, and retention tools 
  • Proven ability to manage your time effectively
  • Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team
  • Able to work quickly and efficiently while still being thorough
  • Excellent communication skills
  • People and results-driven
  • Eager to learn and continue personal development

 

A Little About Us 

Evolve makes vacation rental easy for everyone. Our fresh approach to vacation rental management offers homeowners a better way to generate rental income and provides travelers with the industry’s best booking experience. 

Thanks to a strong work ethic and an unapologetic passion for hospitality, we now support over 10,000 properties in over 500 markets across North America. We enjoy earning each guest and owner's business - all while having some fun along the way.

Values mean more to Evolve than just bullets on a page. They drive our daily decisions and impact how we work as a hospitality company. Which value sounds the most like you?

  • Earn It
  • Build Loyalty One Interaction at a Time
  • Communicate Often, Honestly & Directly
  • Embrace Change
  • Stay Hungry & Humble
  • Care
  • Be Efficient
  • Take Risks
  • Learn Every Day
  • Have Some Fun Along the Way

 

Evolve is an equal opportunity employer. We believe that a diverse work environment is a successful work environment so all qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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