Customer Experience and Messaging Manager

About Us: 

Artin Stays is a leading property management company in Vancouver, specializing in premium furnished short-term and mid-term rentals. Our mission is to provide exceptional guest experiences through consistent quality, innovation, and personalized services. We’re passionate about making every stay feel like home and are expanding rapidly to meet the growing needs of the rental market.

Position Overview: 

We are seeking a proactive and customer-focused individual to join our team as the Customer Experience and Messaging Manager. This role is key to ensuring our guests receive the highest level of service and support, with a focus on seamless communication and personalized experiences throughout their stay. The ideal candidate will be responsible for managing all guest communication channels, overseeing customer support operations, and working closely with our operations team to enhance guest satisfaction.

Key Responsibilities:

• Manage and oversee all guest messaging and communication channels, ensuring timely, friendly, and informative responses.
• Act as the primary point of contact for guests from pre-booking through post-checkout, handling inquiries, requests, and issues with professionalism and empathy.
• Collaborate with the operations team to resolve guest concerns efficiently and ensure guest satisfaction.
• Monitor and improve customer service processes, ensuring they align with Artin Stays' commitment to premium quality.
• Utilize AI tools, including Besty AI, to automate and optimize communication while maintaining a personal touch.
• Develop and maintain knowledge bases and FAQs for both guests and staff to ensure consistent and accurate information.
• Analyze customer feedback and survey results to identify areas for improvement and implement necessary changes.
• Create and manage a system for post-stay surveys and guest feedback, using insights to enhance service delivery.
• Work closely with marketing to integrate feedback and communication trends into our content strategies.
• Assist in training and supporting the customer service team, fostering a culture of continuous improvement and high performance.

Qualifications:

• Experience in customer service or guest relations, preferably in the hospitality or property management industry, is a plus but not required.
• Proven ability to manage multiple communication channels (email, phone, chat) and maintain a high standard of service.
• Strong problem-solving skills and the ability to think quickly to resolve guest concerns effectively.
• Experience with AI tools and automation in customer service is a plus.
• Excellent written and verbal communication skills.
• A passion for hospitality and creating exceptional guest experiences.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced environment and adapt to changing priorities.

Why Join Us?

• Be part of a dynamic, growing company with a mission to redefine the rental market.
• Opportunity for future flexible working arrangements after an initial on-site period to integrate with the team.
• Competitive salary of $4000-$4500/month.
• Work in a supportive and collaborative team that values innovation and excellence.