Guest Experience Team Lead

Who We Are:

We are Destify! We have redefined destination weddings by seamlessly blending cutting-edge technology with exceptional customer service. Our people-centric approach drives our culture and our commitment to innovation powers our success.

Who You Are:

The Guest Experience Team Lead supports all aspects of the guest journey ensuring positive and memorable interactions from initial contact through post-event follow-up. This strategic role combines operational excellence with personalized service delivery managing complex multi-stakeholder events across different time zones and cultural contexts. Were seeking a dynamic leader who can think strategically about guest experience while maintaining the operational excellence needed to execute luxury destination weddings and travel experiences.

This role is designed for someone who thrives in the intersection of individual guest management and team leadership optimizing omnichannel support while providing the personal touch and attention to detail that luxury destination wedding clients expect. Youll serve as the bridge between our Guest Experience Manager and our service delivery team translating strategic vision into daily operational excellence while developing and mentoring front-line team members to consistently meet our specialized service standards.

What you will do as our Guest Experience Team Lead

Daily Team Leadership

• Lead and supervise a team of 5-8 guest experience specialists providing guidance support and real-time coaching
• Conduct team huddles and briefings to communicate priorities updates and service standards
• Monitor team performance and provide immediate feedback and development opportunities
• Ensure proper staffing coverage and manage scheduling to meet service level agreements

Guest Experience Excellence

• Handle escalated guest inquiries and complex destination wedding issues that require senior intervention
• Serve as backup support for high-priority guests and VIP wedding parties
• Maintain deep knowledge of destination requirements travel logistics and wedding planning best practices
• Personally manage select high-touch guest relationships and complex multi-guest bookings

Quality Assurance & Training Support

• Conduct regular call monitoring and provide constructive feedback to team members
• Assist in onboarding new team members on destination wedding logistics cultural considerations and service protocols
• Reinforce training on empathetic communication techniques for high-emotion wedding-related calls
• Ensure team knowledge stays current on passport requirements travel insurance and destination-specific considerations

Performance Monitoring & Improvement

• Track and report on team performance metrics including guest satisfaction scores first-call resolution rates and wedding-specific KPIs
• Identify trends in guest feedback and work with the Guest Experience Manager to implement service improvements
• Support the development and refinement of escalation protocols and standard operating procedures
• Assist in analyzing rebooking rates and guest loyalty metrics

Operational Support

• Collaborate with cross-functional teams including sales planning and on-site operations to ensure seamless guest experiences
• Support technology implementation and help team members maximize efficiency with guest management systems
• Assist in proactive communication campaigns including pre-arrival outreach and post-event follow-up
• Help maintain comprehensive guest profiles with wedding details preferences and interaction history

Communication & Collaboration

• Serve as primary liaison between front-line team and Guest Experience Manager
• Participate in leadership meetings and contribute insights from daily operations
• Coordinate with other departments to resolve complex guest issues that span multiple touchpoints
• Support the Guest Experience Manager in strategic planning and process improvement initiatives

What Skills You Need:

• Team Leadership & Development Proven ability to lead motivate and develop a team of guest experience specialists with strong coaching and mentoring skills and experience in performance management while fostering a collaborative high-performance team culture focused on guest satisfaction.
• Operational Excellence Experience managing daily operations in customer service hospitality or travel industry environments with strong organizational skills to prioritize multiple tasks and manage competing deadlines plus a process improvement mindset with experience implementing efficient workflows.
• Guest-Centric Communication Excellent verbal and written communication skills with ability to handle emotionally charged situations with empathy and professionalism ideally gained through experience in luxury hospitality or high-touch customer service environments combined with cultural sensitivity and ability to work with diverse guest populations.
• Problem-Solving & Decision Making Strong analytical abilities to quickly assess situations and determine appropriate resolution paths with the ability to make sound decisions under pressure especially during time-sensitive wedding scenarios while effectively escalating complex issues and maintaining guest confidence throughout the process.
• Technical Competency Proficiency with CRM systems call center technology and guest management platforms comfortable with data tracking and basic reporting for performance metrics and able to learn and adapt to new technology systems quickly.

What is helpful to have:

• EOS or Scaling Up
• Entrepreneurial background
• While a formal degree isnt mandatory having a background in travel tourism hospitality or event planning can be super helpful.
• Certifications like the Travel Institutes CTA or CTC and wedding planning courses can also boost your credibility and skills.
• 2-3 years of team leadership experience in customer service hospitality or travel industries
• Background in destination wedding coordination luxury travel or event planning
• Experience with high-stakes time-sensitive customer situations
• Familiarity with travel logistics destination requirements and wedding planning processes
• Previous experience in a call center or remote customer service environment

Why You Should Work Here:

• Salary from $ 45000
• Flexible Paid Time Off Policy
• Paid Parental Leave
• Caribbean Travel Perks
• Fully Remote
• Full Benefits including Medical/Dental/Vision
• 401k with Company Match