I am a dedicated and results-driven Guest Experience Lead with over 11 years of combined experience in the short-term rental and BPO industries. With a strong foundation in quality assurance and a passion for delivering exceptional service, I specialize in enhancing the guest journey and optimizing team performance in fast-paced, high-touch environments.
Over the past 5 years, I have built deep expertise in the short-term rental sector, focusing on end-to-end guest experience, team leadership, and operational excellence. I currently lead initiatives to improve service delivery, streamline processes, and elevate guest satisfaction—especially for VIP clientele.
Key Responsibilities & Skills:
Leading and coaching guest experience teams to exceed performance metrics
Creating and maintaining performance reports to monitor and improve KPIs
Handling guest escalations and ensuring swift, empathetic resolutions
Onboarding new properties and aligning hosts/owners with brand standards
Regularly updating Standard Operating Procedures (SOPs) to ensure compliance and efficiency
Conducting agent performance reviews, providing constructive feedback, and coaching for growth
Managing VIP guest experiences, ensuring high-touch, personalized service
Drawing on 6 years in BPO as a Quality Assurance Representative to maintain service quality and agent accountability
My approach combines analytical rigor with a deep understanding of customer needs, ensuring that both guests and tea-----------mbers feel supported, valued, and empowered.
