Guest Experience & Operations Specialist

Rhombus Real Estate Development, Leasing And Consulting - New Orleans, LA

Full-time - Mid Level

New Orleans, LA

About the position

The Guest Experience & Operations Specialist plays a vital role in ensuring exceptional service and operational efficiency at Redamo Flex Inn & Suites, a new extended-stay residence launching in Q1 of 2025. This position involves overseeing guest communications, managing day-to-day operations, and collaborating with revenue management and marketing partners to enhance the guest experience. The ideal candidate will be proactive, organized, and innovative, with a focus on problem-solving and community engagement.

Responsibilities

• Serve as the primary point of contact for guests, ensuring exceptional service throughout their stay.
• Proactively identify and implement ways to enhance guest satisfaction.
• Manage guest communications and resolve issues promptly.
• Oversee day-to-day operations, coordinating with housekeeping, maintenance, and other teams.
• Manage inventory, order supplies, and prepare expense reports.
• Continuously analyze and optimize operational processes for efficiency.
• Work with third-party revenue management partners to understand and implement pricing strategies.
• Collaborate with the marketing team to provide guest insights for campaigns.
• Regularly update property listings across all platforms.
• Conduct basic data analysis on booking trends and guest preferences.
• Interpret reports from revenue management and marketing partners.
• Provide input for property performance reports.
• Research industry trends and best practices to propose innovative solutions.
• Take ownership of problems, finding and implementing effective solutions.
• Develop and propose new ideas for improving guest experience and operational efficiency.
• Represent Redamo Flex Inn & Suites at local business and community events.
• Build relationships with local businesses for mutual benefit.

Requirements

• Proven experience in hospitality, short-term rentals, leasing, or property management.
• Bachelor's degree in Hospitality, Business Administration, or related field preferred (not required with relevant experience).
• Proficiency in property management systems (e.g., Mews), guest communication platforms (e.g., Akia, Hospitable), and booking platforms (Airbnb, VRBO).
• Comfort with data analysis tools and willingness to learn advanced techniques.
• Strong skills in Microsoft Office Suite, especially Excel.
• Familiarity with project management tools (e.g., ClickUp) and willingness to learn new software.
• Demonstrated history of process improvement and innovative problem-solving.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Ability to build relationships with guests, team members, and community partners.

Nice-to-haves

• Experience with data analysis skills (1 year preferred).
• Hotel experience.
• Public speaking and networking skills.

Benefits

• Free parking
• Health insurance
• Paid time off
• Performance-based bonuses and commission structures
• Flexible hybrid work arrangement
• Opportunities for professional growth and development within a supportive and collaborative environment