Lead Guest Experience & Reservations Coach

Better Talent; United States; On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Paid time off

Life insurance

Dental insurance

Vision insurance

Retirement benefits

Long-term disability insurance

Short-term disability insurance

Tuition reimbursement

Relocation assistance

Commuting or travel assistance

Employee discount program on stays

Cellphone reimbursement

Job summary

Southern Comfort Cabin Rentals is seeking a Lead Guest Experience Agent to support the daily execution of guest experience and reservation operations.

Reporting to the Assistant General Manager, this working-lead position will actively handle reservation inquiries, guest communications, service needs, and escalations while helping Guest Experience Agents understand daily priorities and follow established standards.

Qualifications

• Experience in hospitality, guest services, or high-volume customer-facing roles.
• Strong telephone, written, and interpersonal communication.
• Ability to manage multiple conversations and priorities.

Responsibilities

• Perform the responsibilities of a Guest Experience Agent.
• Coordinate the daily workflow of the team.
• Serve as the initial resource for agent questions and escalations.
• Monitor open communications and unresolved guest needs.
• Coach and reinforce established standards.
• Identify performance or process concerns for the Assistant General Manager.
• Lead the department during assigned shifts.
• Coordinate daily guest experience execution.
• Deliver hospitality and reservation sales.
• Support guest issue resolution.
• Support team quality and accountability.
• Improve the guest journey.
• Answer calls and messages, assist guests with property selection, and ensure reservation accuracy.

Skills

Hospitality experience

Guest services

Reservations

Customer service

Communication

Multitasking

OTA knowledge

Job description

Southern Comfort Cabin Rentals is seeking a Lead Guest Experience Agent to support the daily execution of guest experience and reservation operations.

Reporting to the Assistant General Manager, this working-lead position will actively handle reservation inquiries, guest communications, service needs, and escalations while helping Guest Experience Agents understand daily priorities and follow established standards.