Bilingual Duty Manager

Better Talent; Houston (TX); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Paid time off such as PTO, sick days, and vacation days

Health insurance

Life insurance

Dental insurance

Retirement benefits or accounts

Job summary

A property management company in Houston is looking for a full-time Guest Services Manager to oversee reservations and guest experiences. This role involves leading the Guest Services team, managing reservation health, and ensuring guest satisfaction. Ideal candidates are bilingual in Spanish, possess strong problem-solving skills, and have a valid driver's license. The position offers an annual salary ranging from $50,000 to $60,000 with benefits including paid time off, health insurance, and retirement plans.

Qualifications

• Valid driver's license and reliable vehicle; mileage reimbursed per company policy.
• Ability to lift/move ~30–40 lbs occasionally; U.S. work authorization.
• Pre-employment background check and MVR (motor vehicle record).

Responsibilities

• Own daily reservation health, ensuring accurate unit assignment and overbooking avoidance.
• Monitor SLAs and QA across communication channels; run daily standups and publish ops handoff.
• Be the calm problem-solver on the ground addressing access issues and urgent deliveries.

Skills

Bilingual (conversational Spanish)

Problem-solving skills

Strong communication

Job description

DESCRIPTION

COMPANY OVERVIEW

Lodgeur provides stylish, furnished apartments for short- and medium‑term stays—booked online like a hotel, with the space and comfort of a home. The company has tripled in the last two years and aims to double again in the next 12 months. We hope this hire will grow with us.

POSITION SUMMARY

You’ll be the on‑site “air traffic controller” for reservations and guest experience. Most days are laptop‑heavy: supervising the Guest Services team, auditing reservations in real time, keeping SLAs tight, and clearing roadblocks. The rest is hands‑on: key handoffs, access issues, quick inspections, and coordination with cleaners, maintenance, and building staff to keep guests happy and units guest‑ready. Bonus: the on‑site part will help you get your steps in.

RESPONSIBILITIES

1) Lead & Coach Guest Services (primary focus — ~50%)

• Own daily reservation health: accurate unit assignment/linking, overbooking avoidance, verification of guest details and payment authorization, screening flag review, complete standardized notes, and smooth handoffs to operations.
• Monitor SLAs and QA across chat/SMS/email/phone; calibrate with sample reviews and post‑stay feedback.
• Run daily standups and end‑of‑day reviews; publish a short “ops handoff” digest (key arrivals, risks, escalations, refunds pending).
• Train and coach reps on playbooks (check‑in, access, payment issues, cancellations, fraud flags); elevate appropriately; maintain a tidy queue.
• Maximize brand reputation by turning great stays into great reviews and keeping ratings strong.
• Support sales: coordinate site tours and corporate inquiries, prepare clear availability snapshots and unit recommendations, capture clean CRM notes, and ensure timely handoffs so group/corporate bookings move smoothly (no pricing decisions).

2) Reservations Hygiene & Dashboard Stewardship (~25%)

• Keep calendars clean: inventory sync, linking/mapping sanity checks, and unit switches when needed.
• Own/manage dashboards for arrivals/in‑house/departures, exceptions, refunds, and review trends; spot anomalies early, assign owners and due dates, and drive closure.
• Approve edge‑case changes (date moves, partial refunds) within guidelines; prepare concise justifications for management review.

3) On‑Site Guest & Ops Support (~25%)

• Be the calm problem‑solver on the ground: access issues, equipment swaps, urgent deliveries, quick resets before arrivals.
• Coordinate with building teams (front desk/leasing/maintenance) for access and fast issue resolution; nurture those relationships.
• Do light QC inspections after cleans; verify Wi‑Fi/smart devices/utilities; spot‑fix presentation issues to “photo‑ready.”
• Help keep storage tidy, track essential stock (linens/amenities), and run emergency supply runs when needed.

QUALIFICATIONS

• Bilingual (conversational Spanish)
• Valid driver's license and reliable vehicle; mileage reimbursed per company policy.
• Ability to lift/move ~30–40 lbs occasionally; U.S. work authorization.
• Pre‑employment background check and MVR (motor vehicle record).

COMPENSATION & BENEFITS

Annual Salary: $50,000 - $60,000

Benefits

• Paid time off such as PTO, sick days, and vacation days
• Health insurance
• Life insurance
• Dental insurance
• Retirement benefits or accounts

Location: Houston, TX

Job Type: Full‑Time