Remote Guest Service Lead — Hospitality Operations

Better Talent; New York (NY); Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Vision insurance

Retirement benefits

Job summary

Red Cottage is seeking a Guest Service Supervisor to lead our remote front desk operations and elevate the guest experience across our vacation rental portfolio. You’ll guide a team of Guest Service Agents through arrivals, departures and reservation management while collaborating with Housekeeping, Maintenance, Portfolio Management, Sales, and Accounting to ensure seamless operations.

You’ll coach the team, resolve guest concerns with empathy and efficiency, and help shape processes to maintain

Qualifications

• 2+ years of experience in customer service or administrative support, preferably in hospitality or vacation rentals.
• Prior supervisory or team-lead experience in a similar environment is preferred.
• Strong time management skills and ability to adapt quickly in a high-volume setting.
• Tech-savvy; comfortable using multiple software platforms.
• Clear, thoughtful communicator with guests, homeowners, vendors, and internal teams.
• Dependable, self-motivated, able to work independently while collaborating with the team.
• Flexible availability, including mornings, evenings, weekends and holidays.

Responsibilities

• Own the day-to-day operation of Red Cottage's remote front desk, leading the Guest Service team through arrivals, departures and reservations.
• Support and coach a team of Guest Service Agents, including performance management and daily guidance.
• Serve as primary escalation point for guest issues, taking ownership of de-escalation and guest experience recovery.
• Assist with inbound and outbound calls, emails, and chats related to reservations and inquiries.
• Create, assign, and track maintenance and housekeeping tickets related to guest resolutions, with timely follow-up.
• Meet and maintain company performance standards and metrics, including guest satisfaction and reservation conversion.
• Monitor and track individual and team performance metrics; provide coaching and feedback as needed.
• Identify operational gaps and process improvements to drive efficiency and service quality.
• Build strong working relationships with Housekeeping, Maintenance, Portfolio Management, Sales, and Accounting.

Skills

Customer service

Supervisory experience

Time management

Tech-savvy

Guest communication

Independent worker

Flexible availability

Job description

Red Cottage is seeking a Guest Service Supervisor to lead our remote front desk operations and elevate the guest experience across our vacation rental portfolio. You’ll guide a team of Guest Service Agents through arrivals, departures and reservation management while collaborating with Housekeeping, Maintenance, Portfolio Management, Sales, and Accounting to ensure seamless operations.

You’ll coach the team, resolve guest concerns with empathy and efficiency, and help shape processes to maintain