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

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

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Hard Skills & Tools

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

Soft Skills

Excellent CommunicationTeam LeadershipCoaching Abilities