Seasoned Guest Experience & Hospitality Excellence Lead – Senior Customer Service Support Specialist (Remote) at brighthush

Welcome to brighthush – Where Hospitality Meets Innovation

At brighthush, we don’t just provide accommodation; we curate unforgettable journeys that blend luxury, sustainability, and personalized service. From bustling city hotels that pulse with cosmopolitan energy to secluded resorts that whisper tranquility, every property under the brighthush umbrella is a testament to our commitment to excellence. Our portfolio spans world‑class hotels, award‑winning restaurants, and holistic wellness retreats, all unified by a single promise: to create moments that linger in the hearts of our guests long after they check out.

Our philosophy is simple yet powerful: hospitality is an art that thrives on technology, data, and human connection. We invest in cutting‑edge tools, rigorous staff training, and sustainable practices so that each interaction reflects our unwavering dedication to quality, innovation, and genuine care. Whether a guest is arriving for a weekend escape or staying for a multi‑day conference, brighthush guarantees that every touchpoint is seamless, memorable, and tailored to their unique preferences.

Why Join the brighthush Family?

When you become part of brighthush, you join a forward‑thinking, collaborative team that values creativity, continuous learning, and customer‑centric excellence. We empower our people to shape the future of hospitality, turning everyday interactions into extraordinary experiences. If you thrive in a fast‑paced environment, love solving problems, and want to make a real impact on guest satisfaction and loyalty, brighthush is the place for you.

What Makes This Role Unique

This isn’t just another customer service position. As the Senior Guest Experience & Hospitality Excellence Lead, you will:

• Serve as the strategic bridge between front‑line staff and executive leadership.
• Own the end‑to‑end guest journey, ensuring that every touchpoint aligns with our brand promise.
• Drive continuous improvement initiatives that translate data insights into tangible service enhancements.
• Mentor junior team members, fostering a culture of excellence and accountability.

Key Responsibilities

• First‑Line Guest Engagement: Act as the primary point of contact for guests across all channels—phone, email, live chat, and social media—delivering prompt, courteous, and accurate responses that set the tone for the entire stay.
• Issue Resolution & Escalation: Resolve guest inquiries, complaints, and grievances with empathy and professionalism, turning challenging situations into positive outcomes while maintaining ownership of the resolution process.
• Feedback Analysis & Continuous Improvement: Collect, analyze, and document guest feedback, then collaborate with front‑desk, housekeeping, F&B, and operations teams to implement corrective actions and prevent recurrence.
• Data Management & CRM Excellence: Maintain detailed, accurate records of all guest interactions in our CRM system, ensuring data integrity, confidentiality, and compliance with privacy regulations.
• Night‑Shift & High‑Volume Support: Provide seamless support during night‑shift (graveyard) operations, managing high‑volume call traffic while maintaining composure under pressure.
• Cross‑Functional Collaboration: Partner with front‑desk, housekeeping, and F&B teams to coordinate seamless guest experiences, ensuring that every touchpoint aligns with brighthush’s service standards.
• Continuous Learning & Knowledge Sharing: Participate in regular training sessions to stay current on brand standards, service protocols, and product knowledge, and contribute to the development of customer service scripts, FAQs, and knowledge base articles.
• Performance Monitoring & Reporting: Track key performance indicators (KPIs) such as response time, resolution rate, and guest satisfaction scores, and report trends to management to inform strategic decisions.
• Cultural Ambassador: Embody brighthush’s values of respect, integrity, and excellence in every interaction, fostering a welcoming environment for guests and colleagues alike.

Essential Qualifications

• Minimum of 2 years’ experience in guest relations, customer service, or a related field within the hospitality industry.
• Proven track record of handling guest grievances and turning challenging situations into positive outcomes.
• Strong verbal and written communication skills in English, with a clear, professional tone.
• Proficiency in MS Office (Word, Excel, PowerPoint) and familiarity with CRM platforms such as Salesforce or Zendesk.
• Excellent organizational skills, active listening, and meticulous attention to detail.
• Ability to remain calm and composed during high‑pressure, irate‑customer scenarios.
• Experience working with international guests, particularly from the US or UK, is highly desirable.
• Comfortable with night‑shift schedules, including graveyard hours.

Preferred Qualifications

• Background in a five‑star hotel’s F&B department or a similar high‑end hospitality setting.
• Experience in an inbound call center as a Customer Relationship Manager or Customer Care Executive.
• Knowledge of hospitality industry standards, such as STAR ratings, ISO 9001, or HACCP.
• Fluency in additional languages (e.g., Spanish, French, Mandarin) to serve a diverse clientele.
• Demonstrated ability to identify root causes of service issues and propose actionable solutions.
• Strong analytical skills, with the ability to interpret data and translate insights into process improvements.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for exceeding guest expectations and creating memorable experiences.
• Problem‑Solving: Quick thinker who can diagnose issues and implement effective solutions on the spot.
• Communication: Clear, concise, and persuasive communication across all channels.
• Adaptability: Thrives in a dynamic environment, adjusting to changing priorities and guest needs.
• Team Collaboration: Works seamlessly with cross‑functional teams to deliver cohesive service.
• Time Management: Prioritizes tasks efficiently, meeting tight deadlines without compromising quality.
• Confidentiality: Handles sensitive information with discretion and professionalism.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth fuels our success. As the Senior Guest Experience & Hospitality Excellence Lead, you will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular workshops on advanced customer service techniques, conflict resolution, and cultural competency.
• Cross‑departmental shadowing to broaden your understanding of hotel operations.
• Clear career pathways to roles such as Guest Relations Manager, Operations Supervisor, or Service Excellence Lead.
• Opportunities to lead special projects, such as guest satisfaction initiatives or service innovation pilots.
• Access to industry conferences, webinars, and certifications (e.g., Certified Hospitality Professional).

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, respect, and continuous improvement. Our workplace is characterized by:

• Open communication channels where every voice is heard.
• A collaborative atmosphere that encourages idea sharing and teamwork.
• Commitment to work‑life balance, with flexible scheduling options and supportive policies.
• Recognition programs that celebrate achievements and milestones.
• Community outreach initiatives that align with our values of sustainability and social responsibility.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to guest satisfaction metrics.
• Health, dental, and vision insurance plans.
• Retirement savings plan with employer matching.
• Paid time off, including vacation, sick leave, and holidays.
• Employee discounts on hotel stays, dining, and spa services.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including gym memberships and mental health resources.

How to Apply

Ready to elevate your career in hospitality and make a lasting impact on guest experiences? Submit your resume and a cover letter detailing your relevant experience and why you’re the perfect fit for brighthush. We look forward to welcoming you to our team!