Central Operations Manager - Guest Experience

Position Summary

The Senior Manager, Central Operations – Guest Experience is responsible for leading and standardizing Guest Experience and Front Desk operations across Puerto Vallarta and Big Bear. This role ensures consistent service standards, operational excellence, team performance, guest satisfaction, and revenue growth across both markets while serving as the senior operational leader for all guest-facing functions.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop Guest Experience and Front Desk Managers.
• Establish accountability through performance management, coaching, and KPI reviews.
• Build leadership bench strength and support succession planning.

Guest Experience & Escalations

• Ensure exceptional guest service across all communication channels.
• Serve as the highest level of operational support for guest escalations and service recovery.
• Drive consistency in hospitality standards across both markets.

Operational Excellence

• Own and maintain Guest Experience SOPs, policies, and quality standards.
• Monitor reservation accuracy, payment compliance, documentation, and operational readiness.
• Lead continuous improvement initiatives and process optimization.

Performance & Revenue

• Manage department KPIs related to guest satisfaction, service levels, operational efficiency, and revenue.
• Drive upsell opportunities, extended stays, upgrades, and ancillary revenue programs.
• Use performance data and guest feedback to improve results.

Workforce & Systems Oversight

• Develop staffing plans and ensure appropriate coverage across shifts, weekends, and holidays.
• Oversee adoption and performance of operational platforms, including Streamline, AKIA, RingCentral, Monday.com, Microsoft 365, Airbnb, VRBO, and Booking.com.
• Standardize onboarding, training, and quality assurance programs.

Key Success Metrics

• Guest review and satisfaction scores (Airbnb, Google, CSAT, NPS)
• Response and resolution times
• Call and message service levels
• Upsell and ancillary revenue growth
• Reservation and payment accuracy
• SOP compliance and quality assurance scores
• Employee retention and manager performance
• Owner satisfaction and operational reliability.

Qualifications

• 5+ years of leadership experience in hospitality, guest services, customer experience, or front desk operations.
• Experience managing managers and multi-site operations preferred.
• Strong leadership, communication, coaching, and conflict-resolution skills.
• Experience with PMS, OTA, and guest communication platforms.
• Ability to lead remote teams and operate independently in a fast-paced environment.
• Bilingual English/Spanish preferred.

What We Offer

• Competitive Compensation: $2,000 USD per month.
• 100% Remote Work: Work from anywhere while leading teams across multiple markets.
• Career Growth Opportunities: Clear path for advancement within a growing hospitality organization.
• Full-Time, Long-Term Position: Stable employment with the opportunity to make a significant impact.
• Leadership Exposure: Direct collaboration with Ownership and senior leadership on strategic initiatives.
• Dynamic Environment: Opportunity to lead cross-market operations, drive innovation, and influence the guest experience at scale.

Ideal Candidate

A hospitality-driven leader who can unify teams, improve operational performance, enhance guest satisfaction, and drive revenue while maintaining consistent standards across multiple markets.