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.
This is a people-management and department leadership role, not an entry-level guest services, reservationist, or individual contributor position. Candidates should have direct experience managing remote teams, coaching performance, leading service quality standards, and holding team members accountable.
The ideal candidate is a hands-on people manager with experience leading remote hospitality, guest services, reservations, or call center teams. This person should be highly organized, people-oriented, and confident developing team members, improving service quality, coaching performance, tracking KPIs, and creating structure within a growing department.
This is a department leadership role focused on team development, daily operations, quality assurance, communication, accountability, and scalable growth.
Key Responsibilities
- Lead, coach, and develop the Guest Experience team to deliver fast, accurate, polished, and hospitality-driven service.
- Manage a fully remote team with clear expectations around communication, accountability, responsiveness, and follow-through.
- Build consistent team rhythms, including team meetings, coaching sessions, department updates, and performance follow-up.
- Oversee daily operations, including scheduling, coverage, queue management, shift performance, escalations, and guest communication workflows.
- 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, productivity, and guest service quality.
- Partner cross-functionally with Revenue Optimization, Client Relations, Implementation, Technology, and leadership teams on guest needs, service updates, workflows, and operational changes.
- Provide regular updates to management on performance trends, key wins, risks, blockers, staffing needs, and recommended next steps.
- Step into guest-facing support only during high-volume periods, staffing gaps, or urgent client needs.
Qualifications & Skills
- 4–6+ years of hospitality operations, guest services, reservations, call center, hotel front desk, resort, restaurant, or concierge experience.
- 2–4+ years of direct people management, supervisory, or department leadership experience.
- 3+ years of remote work experience required, with proven ability to manage communication, accountability, performance, and team engagement in a remote environment.
- Experience managing hospitality call center operations, guest services teams, reservations teams, hotel front office teams, concierge teams, or remote service teams.
- Experience managing QA programs, call audits, scorecards, coaching plans, training programs, 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, staffing needs, service standards, and team accountability.
- Experience with hospitality platforms such as OpenTable, Resy, SevenRooms, Tock, Tripleseat, Peoplevine, hotel PMS systems, call center platforms, dashboards, and communication tools like Slack preferred.
- Tech-forward and comfortable working with modern hospitality tools, call center platforms, dashboards, and evolving guest experience technology.
- Highly organized, proactive, people-oriented, resourceful, and solutions-focused.
- 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.