About Property Valet

Property Valet is one of Canada's fastest-growing vacation rental management companies, operating in premier resort destinations across the country with expansion into Latin America & the US underway. We pride ourselves on delivering exceptional guest experiences while leveraging industry-leading technology and innovative operating systems.

We are looking for an experienced Guest Service – Call Center Manager to lead our Guest Services team and ensure an exceptional experience for thousands of guests each year.

About the Role

The Guest Service – Call Center Manager is responsible for leading a team of remote Guest Service Agents while ensuring timely, professional, and solution-oriented communication with guests across multiple channels.

This is a hands-on leadership role that combines people management, guest relations, technology, and operational excellence in a fast-paced environment.

Responsibilities

· Lead, coach, and develop a team of remote Guest Service Agents.

· Administer guest reservation changes, refunds, payment requests, and payment links through Hostaway and applicable Online Travel Agencies (OTAs) in accordance with Company policy.

· Serve as the primary liaison with Online Travel Agencies (OTAs) to resolve escalated guest cases, booking disputes, and reservation modifications while protecting homeowner and Company interests.

· Respond to guest inquiries through phone, email, SMS, and messaging platforms.

· Manage and resolve guest escalations professionally and efficiently.

· Monitor team performance, quality, and response times.

· Train, onboard, and mentor new Guest Service team members.

· Ensure company service standards and SOPs are consistently followed.

· Coordinate with Operations, Housekeeping, Maintenance, and Homeowner Experience teams to resolve guest issues.

· Identify opportunities to improve processes, automation, and guest satisfaction.

· Assist with scheduling and staffing to ensure coverage during rotating shifts.





· Monitor KPIs and provide ongoing coaching and performance feedback.

Required Experience & Qualifications

· 3+ years of leadership or management experience in customer service, hospitality, vacation rentals, hotels, or a call center.

· Experience managing remote employees.

· Strong experience handling guest complaints and service recovery.

· Excellent organizational and multitasking abilities.

· Highly proficient with technology and learning new software platforms.

· Comfortable working in a rapid-paced environment with changing priorities.

· Excellent written and verbal communication skills.

· Strong problem-solving and decision-making abilities.

· Ability to remain calm and professional during high-pressure situations.

Technology Experience

· Hostaway

· Breezeway

· Besty AI

· Microsoft 365

· Google Workspace

· CRM and communication platforms

Languages

· Fluent English (required)

· French (strong asset)

· Spanish (strong asset)

Schedule

· Full-time position

· Rotating shifts, including evenings, weekends, and holidays as required

What We're Looking For

· Passionate about delivering exceptional guest experiences.

· A confident and supportive leader.

· Highly organized and detail-oriented.

· Comfortable making decisions independently.

· Adaptable, tech-savvy, and eager to improve processes.

· Able to effectively prioritize multiple tasks without compromising service quality.

Why Join Property Valet?

· Join one of Canada's fastest-growing vacation rental management companies.

· Work with a collaborative and supportive leadership team.

· Opportunity for career growth as the company continues to expand across Canada and internationally.

· Work with modern technology and AI-powered hospitality systems.

· Make a direct impact on the guest experience and company success.

If you're an experienced hospitality leader who thrives in a fast-paced environment and enjoys building high-performing remote teams, we'd love to hear from you. Apply today!

Pay: $55,000.00-$70,000.00 per year

Benefits:

- Casual dress
- Extended health care
- On-site parking

Work Location: In person

📌 Guest Service – Call Center Manager (Canada)
🏢 Property Valet
📍 Canada