Job Description
Zocha Group is seeking a strong hospitality operations leader to oversee and elevate our Guest Experience department. This role manages a remote team supporting restaurants, nightlife venues, private members clubs, hotels, resorts, and other hospitality clients through phone, email, text, reservation, and guest communication support. The ideal candidate is a hands-on leader with experience managing hospitality call center operations, improving service quality, coaching performance, tracking KPIs, and maintaining polished, Forbes-level hospitality standards across multiple venues and markets. Key Responsibilities Lead, coach, and develop the Guest Experience team to deliver fast, accurate, polished, and hospitality-driven service. Oversee daily operations, including scheduling, coverage, queue management, shift performance, and escalations. Own quality assurance, including call audits, email/message reviews, scorecards, coaching notes, and follow-up. Monitor KPIs, identify service gaps, and provide actionable coaching to improve tone, accuracy, reservation handling, guest recovery, and overall service quality. Maintain and improve SOPs, scripts, QA standards, training materials, and internal resources. Hold team members accountable to performance expectations, SOP compliance, attendance, communication standards, and guest service quality. Partner cross-functionally with Revenue Optimization, Client Relations, Implementation, and Technology teams on guest needs, service updates, workflows, and operational changes. Provide operational feedback on tools, systems, and guest-facing workflows to improve accuracy, efficiency, and service quality. Step into guest-facing support during high-volume periods, staffing gaps, or urgent client needs. Qualifications & Skills 3–5+ years of hospitality operations, guest services, reservations, call center, hotel, front desk, resort, restaurant, or concierge experience. 2+ years of leadership, management, or supervisory experience required. Experience managing QA programs, call audits, scorecards, coaching plans, or service quality reviews strongly preferred. Strong understanding of elevated hospitality service standards, including luxury, Forbes-level, hotel, restaurant, or concierge-style guest communication. Comfortable managing KPIs, SLAs, scheduling, performance reporting, and team accountability. Experience with hospitality platforms such as OpenTable, Resy, SevenRooms, Tock, Tripleseat, Peoplevine, hotel PMS systems, and communication tools like Slack preferred. Tech-forward and comfortable working with modern hospitality tools, call center platforms, and evolving guest experience technology. Highly organized, proactive, resourceful, and solutions-oriented. Flexible availability, including evenings, weekends, and holidays as needed. Benefits Medical, dental, and vision coverage 401(k) retirement plan Paid Time Off and sick leave Remote work environment Access to hospitality-related perks This is a remote leadership position with opportunities for growth . If you have a strong background in hospitality operations, guest relations, service quality, and team development, we encourage you to apply with a resume highlighting your relevant experience. Compensation $70,000–$87,000 annually, depending on experience and qualifications.