Guest Experience Leader — Service Excellence & Team Growth

Prismhr Hire; Laramie (WY); On-site; USD 70,000 - 95,000; Full time

Job summary

Prismhr Hire is seeking a Customer Service Manager to provide strategic leadership of the customer service team and drive an exceptional guest experience rooted in operational excellence. The role demands independent judgment, critical thinking, and timely decisions impacting guest satisfaction and property performance.

The manager will coach team members, oversee daily operations, and lead continuous improvements in service quality, efficiency, and capabilities to meet high service standards.

Qualifications

• Bachelor’s degree preferred.
• Minimum three years of experience in high-level customer service.
• Minimum two years of supervisory or leadership experience.

Responsibilities

• Leads and manages the customer service team, ensuring compliance with company service standards and operational guidelines.
• Builds, coaches, and sustains a high-performing team capable of independent problem-solving.
• Establishes clear expectations, performance standards, and accountability practices.
• Analyzes guest surveys, feedback, and service trends to identify root causes and implement corrective actions.
• Keeps the team updated on changes to products, services, policies, and procedures.
• Utilizes critical thinking to interpret guest concerns, resolve complex issues, and determine when escalation is necessary.
• Collects, analyzes, and reports data on guest complaints, service performance, and team metrics.
• Prepares monthly performance summaries that highlight trends, risks, and strategic recommendations.

Skills

Leadership

Communication

CS principles

Detail-oriented

Critical thinking

Coaching

Microsoft Office

Education

Bachelor’s degree preferred

Job description

Prismhr Hire is seeking a Customer Service Manager to provide strategic leadership of the customer service team and drive an exceptional guest experience rooted in operational excellence. The role demands independent judgment, critical thinking, and timely decisions impacting guest satisfaction and property performance.

The manager will coach team members, oversee daily operations, and lead continuous improvements in service quality, efficiency, and capabilities to meet high service standards.