About Property Valet
Property Valet is one of Canada's fastest-growing vacation rental management companies, operating in premier resort destinations across the country with expansion into Latin America & the US underway. We pride ourselves on delivering exceptional guest experiences while leveraging industry-leading technology and innovative operating systems.
We are looking for an experienced Guest Service – Call Center Manager to lead our Guest Services team and ensure an exceptional experience for thousands of guests each year.
About the Role
The Guest Service – Call Center Manager is responsible for leading a team of remote Guest Service Agents while ensuring timely, professional, and solution-oriented communication with guests across multiple channels.
This is a hands-on leadership role that combines people management, guest relations, technology, and operational excellence in a fast-paced environment.
Responsibilities
· Lead, coach, and develop a team of remote Guest Service Agents.
· Administer guest reservation changes, refunds, payment requests, and payment links through Hostaway and applicable Online Travel Agencies (OTAs) in accordance with Company policy.
· Serve as the primary liaison with Online Travel Agencies (OTAs) to resolve escalated guest cases, booking disputes, and reservation modifications while protecting homeowner and Company interests.
· Respond to guest inquiries through phone, email, SMS, and messaging platforms.
· Manage and resolve guest escalations professionally and efficiently.
· Monitor team performance, quality, and response times.
· Train, onboard, and mentor new Guest Service team members.
· Ensure company service standards and SOPs are consistently followed.
· Coordinate with Operations, Housekeeping, Maintenance, and Homeowner Experience teams to resolve guest issues.
· Identify opportunities to improve processes, automation, and guest satisfaction.
· Assist with scheduling and staffing to ensure coverage during rotating shifts.
· Monitor KPIs and provide ongoing coaching and performance feedback.
Required Experience & Qualifications
· 3+ years of leadership or management experience in customer service, hospitality, vacation rentals, hotels, or a call center.
· Experience managing remote employees.
· Strong experience handling guest complaints and service recovery.
· Excellent organizational and multitasking abilities.
· Highly proficient with technology and learning new software platforms.
· Comfortable working in a fast-paced environment with changing priorities.
· Excellent written and verbal communication skills.
· Strong problem-solving and decision-making abilities.
· Ability to remain calm and professional during high-pressure situations.
Technology Experience
· Hostaway
· Breezeway
· Besty AI
· Microsoft 365
· Google Workspace
· CRM and communication platforms
Languages
· Fluent English (required)
· French (strong asset)
· Spanish (strong asset)
Schedule
· Full-time position
· Rotating shifts, including evenings, weekends, and holidays as required
What We're Looking For
· Passionate about delivering exceptional guest experiences.
· A confident and supportive leader.
· Highly organized and detail-oriented.
· Comfortable making decisions independently.
· Adaptable, tech-savvy, and eager to improve processes.
· Able to effectively prioritize multiple tasks without compromising service quality.
Why Join Property Valet?
· Join one of Canada's fastest-growing vacation rental management companies.
· Work with a collaborative and supportive leadership team.
· Opportunity for career growth as the company continues to expand across Canada and internationally.
· Work with modern technology and AI-powered hospitality systems.
· Make a direct impact on the guest experience and company success.
If you're an experienced hospitality leader who thrives in a fast-paced environment and enjoys building high-performing remote teams, we'd love to hear from you. Apply today!
Pay: $55,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Extended health care
- On-site parking
Work Location: In person
