Guest Services Manager

Summary

Join 100x Hospitality as their Guest Services Manager and deliver world-class service to guests, customers, and event attendees. You will handle inquiries, solve issues, and ensure the community feels supported. Responsibilities include supporting guests through various channels (Zendesk, Slack, email, phone/chat), troubleshooting issues, managing requests via Asana, supervising the on-site concierge team, monitoring guest feedback, maintaining records, and assisting with event support. The ideal candidate has 3+ years of experience in a guest-facing role, strong written and verbal English skills, and hands-on experience with Zendesk, Slack, and Asana. The ability to multitask, problem-solve, work across time zones, and collaborate remotely is essential. This role offers a competitive annual salary, learning opportunities, and a great work culture.

Requirements

• 3+ years in a guest-facing role (support, hospitality, or live events)
• Strong written and verbal English skills—clear, confident, friendly
• Hands-on experience with Zendesk, Slack, and Asana
• Able to multitask and stay organized under pressure
• Calm, thoughtful problem-solver who thrives in a fast-paced setting
• Comfortable working across time zones and collaborating remotely

Responsibilities

• Support guests via Zendesk, Slack, and email (plus phone/chat during events)
• Troubleshoot booking, merch, or delivery issues with clarity and empathy
• Manage requests via Asana, including refunds, name transfers, and cancellations
• Supervise on-site concierge team, managing schedules and supporting staff inquiries
• Monitor guest feedback and flag recurring issues or opportunities
• Keep internal records and status updates up-to-date
• Assist with event support: chatbot QA, welcome guide content, post-event outreach

Preferred Qualifications

• 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