Guest Experience Manager: Lead, Coach & Optimize Service

Prismhr Hire; Cheyenne (WY); On-site; USD 60,000 - 85,000; Full time

Job summary

Prismhr Hire is seeking a Customer Service Manager in Cheyenne, WY to lead and optimize a high-performing service team. You will coach staff, analyze guest feedback, and drive improvements in service quality and efficiency while maintaining strong standards across daily operations.

The role requires independent judgment, strategic thinking, and timely decision-making to enhance guest satisfaction and property performance. A bachelor’s degree and supervisory experience are preferred.

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 and adaptable service delivery.
• 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.
• Develops and updates knowledge-based documents, FAQs, and self-help resources to streamline service operations.
• Identifies operational inefficiencies and recommends improvements to leadership.
• Participates in budget planning, contributing insight on staffing, service tools, and resource needs.
• Performs additional duties and special projects as assigned.

Skills

Leadership

Communication

Customer service

Problem solving

Data analysis

Coaching

Microsoft Office

Staff development

Education

Bachelor's degree

Job description

Prismhr Hire is seeking a Customer Service Manager in Cheyenne, WY to lead and optimize a high-performing service team. You will coach staff, analyze guest feedback, and drive improvements in service quality and efficiency while maintaining strong standards across daily operations.

The role requires independent judgment, strategic thinking, and timely decision-making to enhance guest satisfaction and property performance. A bachelor’s degree and supervisory experience are preferred.