Head of Guest Operations

MasAlto Capital

Director of Customer Success & Operations at Corporate Stays managing reservations, concierge, and guest experience teams for premium furnished apartments.

Posted 7/8/2026contractRemote • 🇵🇰 PakistanLeadWebsite

About the role

Key responsibilities & impact

Supervise the reservations team and ensure rapid response times.
Monitor inquiry conversion rates.
Improve sales and upselling performance.
Ensure all leads receive timely follow-up.
Review lost bookings and identify improvement opportunities.
Oversee guest communications before, during and after each stay.
Ensure SLA compliance across all communication channels.
Supervise escalations and service recovery situations.
Monitor guest satisfaction and review performance.
Review calls, emails, live chats and WhatsApp conversations.
Audit support tickets and reservation workflows.
Identify coaching opportunities for team members.
Ensure consistency in communication quality and brand standards.
Lead and coach Reservations, Concierge and Guest Experience teams.
Conduct regular performance reviews.
Develop SOPs and training programs.
Drive a culture of accountability and hospitality excellence.
Monitor KPIs and operational performance.
Prepare weekly and monthly management reports.
Identify operational bottlenecks and improvement opportunities.

Requirements

What you’ll need

Minimum 5 years of experience leading customer service, reservations, hospitality or guest operations teams.
Strong leadership and coaching abilities.
Excellent spoken and written English.
Experience with CRM, PMS and ticketing systems.
Experience managing remote teams is highly desirable.
Hospitality, serviced apartments, hotels, vacation rentals or corporate housing experience preferred.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account MasAlto Capital Website LinkedIn All Job Openings 1 - 10 employees 💸 Finance 🏢 Enterprise Finance
Sustainability
Enterprise MasAlto Capital is a family office that partners with tech and sustainable hospitality projects, driven by values like humility, creativity, and sustainability. Led by serial entrepreneur Vladimir Suarez, the company invests in forward-thinking startups and scale-ups, aiming to transform the world positively. With offices in Singapore and Panama, MasAlto Capital leverages its extensive experience and network to support entrepreneurs globally. The firm focuses on elevating promising ventures that align with its mission to make positive changes in the world, with over 20 teams supported around the globe. Head of Guest Operations Job not on LinkedIn 🔥 0 minutes ago 🇵🇰 Pakistan – Remote ⏳ Contract/Temporary 🔴 Lead ⚙️ Operations Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Supervise the reservations team and ensure rapid response times.
Monitor inquiry conversion rates.
Improve sales and upselling performance.
Ensure all leads receive timely follow-up.
Review lost bookings and identify improvement opportunities.
Oversee guest communications before, during and after each stay.
Ensure SLA compliance across all communication channels.
Supervise escalations and service recovery situations.
Monitor guest satisfaction and review performance.
Review calls, emails, live chats and WhatsApp conversations.
Audit support tickets and reservation workflows.
Identify coaching opportunities for team members.
Ensure consistency in communication quality and brand standards.
Lead and coach Reservations, Concierge and Guest Experience teams.
Conduct regular performance reviews.
Develop SOPs and training programs.
Drive a culture of accountability and hospitality excellence.
Monitor KPIs and operational performance.
Prepare weekly and monthly management reports.
Identify operational bottlenecks and improvement opportunities. 🎯 Requirements
Minimum 5 years of experience leading customer service, reservations, hospitality or guest operations teams.
Strong leadership and coaching abilities.
Excellent spoken and written English.
Experience with CRM, PMS and ticketing systems.
Experience managing remote teams is highly desirable.
Hospitality, serviced apartments, hotels, vacation rentals or corporate housing experience preferred. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

Customer Service ManagementSales Performance ImprovementInquiry Conversion Rate MonitoringSLA CompliancePerformance Review ConductingOperational Bottleneck IdentificationTraining Program DevelopmentKPI Monitoring

Soft Skills

Excellent CommunicationTeam LeadershipCoachingProblem Solving