Guest Experience Operations Manager

Zocha Group is seeking a strong hospitality operations leader to oversee and elevate our Guest Experience department. This role manages a remote team supporting restaurants, nightlife venues, private members clubs, hotels, resorts, and other hospitality clients through phone, email, text, reservation, and guest communication support.

The ideal candidate is a hands-on leader with experience managing hospitality call center operations, improving service quality, coaching performance, tracking KPIs, and maintaining polished, Forbes-level hospitality standards across multiple venues and markets.

Key Responsibilities

• Lead, coach, and develop the Guest Experience team to deliver fast, accurate, polished, and hospitality-driven service.
• Oversee daily operations, including scheduling, coverage, queue management, shift performance, and escalations.
• Own quality assurance, including call audits, email/message reviews, scorecards, coaching notes, and follow-up.
• Monitor KPIs, identify service gaps, and provide actionable coaching to improve tone, accuracy, reservation handling, guest recovery, and overall service quality.
• Maintain and improve SOPs, scripts, QA standards, training materials, and internal resources.
• Hold team members accountable to performance expectations, SOP compliance, attendance, communication standards, and guest service quality.
• Partner cross-functionally with Revenue Optimization, Client Relations, Implementation, and Technology teams on guest needs, service updates, workflows, and operational changes.
• Provide operational feedback on tools, systems, and guest-facing workflows to improve accuracy, efficiency, and service quality.
• Step into guest-facing support during high-volume periods, staffing gaps, or urgent client needs.

Qualifications & Skills

• 3–5+ years of hospitality operations, guest services, reservations, call center, hotel, front desk, resort, restaurant, or concierge experience.
• 2+ years of leadership, management, or supervisory experience required.
• Experience managing QA programs, call audits, scorecards, coaching plans, or service quality reviews strongly preferred.
• Strong understanding of elevated hospitality service standards, including luxury, Forbes-level, hotel, restaurant, or concierge-style guest communication.
• Comfortable managing KPIs, SLAs, scheduling, performance reporting, and team accountability.
• Experience with hospitality platforms such as OpenTable, Resy, SevenRooms, Tock, Tripleseat, Peoplevine, hotel PMS systems, and communication tools like Slack preferred.
• Tech-forward and comfortable working with modern hospitality tools, call center platforms, and evolving guest experience technology.
• Highly organized, proactive, resourceful, and solutions-oriented.
• Flexible availability, including evenings, weekends, and holidays as needed.

Benefits

• Medical, dental, and vision coverage
• 401(k) retirement plan
• Paid Time Off and sick leave
• Remote work environment
• Access to hospitality-related perks

This is a remote leadership position with opportunities for growth. If you have a strong background in hospitality operations, guest relations, service quality, and team development, we encourage you to apply with a resume highlighting your relevant experience.

Compensation

$70,000–$87,000 annually, depending on experience and qualifications.