Guest Services Manager

Summary

Join 100x Hospitality as a Guest Services Specialist and deliver world-class service to guests, customers, and event attendees. You will lead guest support across all channels, manage and mentor support teams, and coordinate with internal teams to resolve issues and improve the overall experience. You will act as the go-to for escalated cases, create and maintain support materials, and oversee operational prep for events. You will also monitor guest sentiment, participate in planning meetings, and QA support channels. This role involves facilitating high-touch requests, training new hires, and ensuring every interaction reflects the 100x Hospitality standard. The ideal candidate will have 3+ years of experience in a customer-facing role, fluency in written and verbal English, and hands-on experience with Zendesk, Slack, and Asana.

Requirements

• 3+ years in a customer-facing role (customer support, guest services, or client success ideally in events or live experiences.)
• Fluent written and verbal English —you're clear, friendly, and confident in your communication
• Hands-on experience with Zendesk , Slack , and Asana (non-negotiable)
• Ability to manage multiple conversations and tasks at once—staying cool and organized under pressure
• A natural problem solver who can handle ambiguity and find win-win solutions
• You’re emotionally intelligent, self-motivated, and bring a proactive attitude to work each day
• Comfortable working across time zones and collaborating remotely

Responsibilities

• Lead day-to-day guest support across email, chat, and social platforms—resolving inquiries and escalations with empathy and efficiency
• Manage and mentor freelance, temporary, and on-site support teams—ensuring consistent communication, training, and coverage across all events
• Coordinate with internal teams (events, ops, logistics) to proactively resolve guest issues, track trends, and improve the overall experience
• Act as the go-to for escalated cases, interpreting company policies, making judgment calls, and collaborating with senior stakeholders when needed
• Own the creation and upkeep of support materials, including FAQs, macros, training docs, chatbot flows, SOPs, and the Guest Services Ops Manual
• Oversee operational prep for events—from signage and concierge dashboard monitoring to supplies, BEO submissions, and welcome guide content
• Monitor guest sentiment across channels, flag recurring issues, and suggest improvements to streamline processes and elevate service quality
• Participate in planning meetings and post-event recaps, bringing the guest perspective to the table and identifying areas for future enhancement
• QA support channels before and during each event—chatbot testing, live chat agent monitoring, and social media responses included
• Facilitate and process high-touch requests like refund/name transfers, custom packages, or promo winners via Asana and other tools
• Train and support new hires—freelancers, temps, and concierge staff—through onboarding and ongoing feedback on guest comms

Preferred Qualifications

• Event experience or touring highly preferred
• Experience supporting a product or event-based business
• Familiarity with Shopify, Airtable, or other tools used in logistics/merch/customer ops
• An eye for improving workflows or help center content

Benefits

• Competitive annual salary (adjusted for experience and location)
• Learning opportunities
• Working in a great culture