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Guest Services Senior Manager - Corporate

  • Blueground
  • Full time
  • United States
  • 10/07/2021

At Blueground, we are guided by a vision to make people feel at home wherever they choose to live. By offering fully-furnished apartments that are move-in ready in the world’s most vibrant neighborhoods, we provide our guests with the opportunity to simply #ShowUpStartLiving. Behind the scenes, we strive for a tech-powered living experience that guests love, homed in an organization where great people are proud to work.

We’ve grown a lot since our founding in 2013. We are now hosting guests in more than 4,000 homes in 15 cities. We have raised more than $100m+ in funding to date and that’s just the beginning

What drives our success is how each of our team members applies our core values. To our team, Time is everything, and we cherish it greatly. For us, Excellence isn’t simply a standard, but an exciting way to look at life. We Care deeply about our clients and colleagues and never lose sight of the human element, which goes hand-in-hand with Transparency which we believe makes our day-to-day life easier.

We are looking for a Guest Services Manager, to work in a high-volume, fast-paced environment to manage the stays for our corporate guests. Internally, this is one of our most cross-functional roles as it works closely with Enterprise Sales, Operations, and Marketing to provide concierge-level support in resolving issues.

What you will focus on:

  • Actively manage a remote team to ensure they are consistently meeting SLAs and quality metrics
  • Partner with Enterprise Sales, Inbound Sales, and Marketing to understand the needs of incoming corporate guests from relocation management companies
  • Coordinate within CX as well as across Operations, and Sales to ensure apartments are equipped to meet the personalized needs of incoming guests
  • Serve as an escalation point for complex or urgent issues.
  • Identify and drive process improvements to enable better outcomes for guests

What we are looking for:

Successful candidates for this role will have a proven track record of managing high-paced, high-performing teams in a service environment. There are core working hours for this role that are pacific standard time with the expectation to work weekends. We provide generous time-off policies and respect a healthy work-life balance. That said, this is a salaried position that brings commensurate expectations for flexibility to respond to guest and business needs.

  • Core working hours of 10 am to 7 pm PST with the flexibility to work regular weekends
  • 7+ years experience in a customer service role, ideally in corporate housing or real estate
  • 5+ years leading a team to meet KPIs in a service environment
  • Strong prioritization and organization skills and the ability to multi-task competing priorities
  • Nice to have: experience in a start-up environment as well as using Zendesk or Salesforce
  • Minimum Bachelor’s degree

Your benefits:

  • Competitive salary
  • Competitive Health insurance (Medical, Dental and Vision), along with complimentary access to OneMedical and Health Advocate
  • Flexible paid time off
  • Enhanced parental leave
  • Dynamic working environment with talented people
  • Complimentary accommodation in Blueground locations. Think summer in Greece and winter in Dubai!
  • Flexible work environment through our Blueground Nomads employee mobility program

At Blueground we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.

About Blueground

At Blueground, we are guided by a vision to make people feel at home wherever they choose to live. By offering fully-furnished apartments that are move-in ready in the w...

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