Guest Experience - Team Lead

Guest Experience - Team Lead (Internal Applicants Only)

Why This Role Exists

As LocalVR continues to scale, we are seeking experienced hospitality pros who don't just manage guest issues—they own them. The Guest Experience (GX) Team Lead is a resolution-focused leader-in-training who brings excellence to complex guest interactions while supporting, coaching, and elevating fellow teammates. This role is perfect for individuals eager to lean into leadership, champion hospitality, and help shape the future of the Guest Experience function.

Core Responsibilities:

In addition to all responsibilities of a Guest Experience Specialist, the Team Lead will:

• Own Level 2 escalations: Handle the most sensitive and complex guest cases, including payment-related concerns and high-stakes de-escalations.
• Mentor new hires: Support onboarding and training by leading shadowing sessions and offering private coaching.
• Surface and solve problems: Identify patterns and proactively propose and pilot improvements to tools, SOPs, and training.
• Share knowledge: Regularly contribute best practices in Slack, during team huddles, and in knowledge-sharing documentation.
• Collaborate cross-functionally: Work closely with Operations, Product, and Training teams to support seamless escalations and process improvements.

What We’re Looking For:

• Proven success as a Guest Experience Specialist (or equivalent), with mastery over systems like Salesforce, Guesty, and internal communication tools.
• Naturally runs toward tough situations—thrives in ambiguity and pressure.
• Strong written and verbal communication, coaching instincts, and a team-first mindset.
• Eagerness to grow into a formal leadership position over time.
• Flexibility to work evenings and at least one weekend day.

Additional Info:

Location: Remote (schedule in MST)
Compensation: 20–25% increase from current base