Head of Guest Operations

MasAlto Capital

Director of Customer Success & Operations leading reservations, concierge, and guest experience teams at Corporate Stays. Ensuring world-class customer experience across all markets.

Posted 7/8/2026full-timeRemote • 🇵🇭 PhilippinesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities in managing customer service and reservations teams, ensuring high levels of guest satisfaction and operational performance. Proficient in developing training programs, monitoring KPIs, and driving a culture of accountability and hospitality excellence.

Highest-signal resume keywords

LeadershipCoachingCustomer Service ManagementCRM ExperiencePMS Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Guest Operations ManagementSales Performance ImprovementInquiry Conversion Rate MonitoringSLA CompliancePerformance Review ConductingOperational Bottleneck IdentificationTraining Program DevelopmentKPI Monitoring

Soft Skills

Excellent CommunicationTeam LeadershipCoaching Abilities

Tools & Technologies

CRM SystemsPMS SystemsTicketing Systems

Industry Keywords

HospitalityReservationsGuest ExperienceService RecoveryServiced ApartmentsHotelsVacation RentalsCorporate Housing

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

Working From Home 📊 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