Guest Services Manager

Summary

Join 100x Hospitality as a Guest Services Specialist and deliver world-class service to guests, customers, and event attendees. Lead guest support across all channels, drive service excellence, and play a critical role in scaling and delighting our audience. You will lead the guest services team, mentoring staff and refining processes. Responsibilities include managing day-to-day guest support, mentoring support teams, coordinating with internal teams, acting as the go-to for escalated cases, creating and maintaining support materials, overseeing operational event prep, monitoring guest sentiment, participating in planning meetings, QA support channels, facilitating high-touch requests, and training new hires. The ideal candidate possesses 3+ years of customer-facing experience, fluency in written and verbal English, hands-on experience with specified tools, and strong problem-solving skills. The position offers a competitive annual salary and learning opportunities within a great culture.

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