✦ Open to Work

Alex K

✦ Open to Work

STR Guest Experience & Operation Specialist

New York · 5 yrs in STR · Remote

New York5 yrs in STRremote

About

My name is Alex K., I am a hospitality professional with over 10 years of experience, including 5 years specializing in the short-term rental industry. I am seeking a new opportunity where my expertise in delivering exceptional guest experiences and managing operations across the US and Canadian markets can make a meaningful impact on your team. Having served as the vital link between property management, guests, owners, and concierge services, I bring a deep understanding of the customer journey and the communication skills needed to elevate guest experience delivery and bring inspired, luxury stays to life. Based in a compatible time zone (GMT-3, just one hour ahead of EST), I offer scheduling flexibility for evenings, weekends, and holidays. My multilingual capabilities in English, French, Portuguese add further value when communicating with guests, property owners, managers, and team members across diverse markets. I would welcome the opportunity to discuss how my track record of building strong professional relationships and ensuring client satisfaction aligns with an organization that shares a vision for inspired experiences, luxury hospitality, and growth.

Core Skills

Dynamic PricingintermediateProperty OperationsexpertGuest ExperienceexpertTeam LeadershipexpertOTA OptimizationexpertChannel ManagementexpertOwner RelationsexpertHousekeeping ManagementexpertMaintenance CoordinationexpertVendor ManagementexpertTraining & Development

Experience

Operations & Guest Experience Manager

Property Management Company | Canada (Remote) · Ontario - CA

2024-04 – 2026-09

* Lead and optimize daily operations for a portfolio of short-term rental properties, ensuring seamless guest experiences and maximizing operational efficiency in a remote capacity. * Develop and implement standardized operating procedures (SOPs) to streamline key processes, including guest communications, maintenance, and housekeeping, resulting in a 15% reduction in guest complaint response time. * Manage vendor relationships, negotiate contracts, and coordinate maintenance, cleaning, and property improvement projects, consistently staying within budget and delivering high-quality results while working remotely. * Analyze key operational metrics (e.g., occupancy rates, guest satisfaction scores) and implement data-driven solutions to enhance property performance and elevate guest satisfaction by 10%. * Oversee budget management and cost optimization initiatives while maintaining exceptional service quality and achieving reduction in operational costs. * Lead, mentor, and develop a team of guest experience specialists, providing ongoing training and performance management in a remote setting.

Guest Experience and Communication Specialist

Property Management Company | Canada (Remote) · Ontario - CA

2023-08 – 2024-04

* Managed end-to-end guest communications across multiple channels (e.g., email, phone, chat), ensuring prompt, professional, and personalized responses that exceeded guest expectations in a remote work environment. * Collaborated closely with operations teams to efficiently resolve guest issues, leading to a significant increase in guest satisfaction ratings. * Developed and implemented standardized communication templates and protocols, resulting in a 30% improvement in response time and efficiency. * Utilized property management and operations software (e.g., Guesty, Breezeway, Aloware, Airbnb, VRBO, Booking.com) to track guest interactions, maintain accurate booking records, and generate insightful reports. * Successfully managed crisis situations and emergency incidents, prioritizing guest safety and satisfaction while minimizing disruption.