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 mess

📌 Central Operations Manager (Colombia)
🏢 My Remote Hire
📍 Colombia