Manager, Guest Operations (Contact Center)

Signature Aviation•Orlando, FL

13d•Onsite

About The Position

The Guest Operations Manager is responsible for the daily leadership, performance, and continuous improvement of Signature Aviation’s centralized Guest Operations team within the Network Operations Center (NOC). This role oversees Guest Operations Coordinators responsible for guest communications, reservation support, service recovery, and centralized operational support across multiple Signature locations. Beyond day-to-day team leadership, the Guest Operations Manager serves as the operational owner of the guest communication experience by driving service consistency, workforce performance, process optimization, digital adoption, and technology integration. This role partners closely with Guest Operations Strategy, NOC Operations, local base leadership, IT, Digital Product teams, and other key stakeholders to continuously enhance the guest experience while improving operational efficiency through automation and self-service capabilities.

Requirements

Minimum of 5 years of experience in guest services, customer experience, operations, contact center management, hospitality, aviation, or a related field.
Minimum of 2 years of leadership experience managing teams in a fast-paced operational environment preferred.
Experience managing service delivery across multiple communication channels preferred.
Strong leadership and team development skills with the ability to motivate and develop high-performing teams.
Strong customer service mindset with a passion for delivering exceptional guest experiences.
Strong analytical skills with the ability to interpret performance data and drive operational improvements.
Excellent communication, conflict resolution, and decision-making skills.
Experience with workforce planning, service level management, and operational performance metrics.
Strong process improvement mindset with experience improving workflows and service delivery models.
Experience with CRM systems, reservation systems, digital communication platforms, and operational technologies preferred.
Comfort working in a fast-paced, highly dynamic operational environment, including support during irregular operations and major events.

Responsibilities

Lead, coach, develop, and mentor a team of Guest Operations Coordinators operating in a fast-paced, 24/7 environment.
Establish clear performance expectations, quality standards, and service level objectives.
Conduct performance reviews, coaching sessions, and ongoing development planning.
Manage staffing levels, scheduling, and workload balancing to support operational demands.
Foster a culture centered on hospitality, accountability, collaboration, and operational excellence.
Oversee centralized guest communication channels, including phone, email, and future digital communication platforms.
Ensure timely, accurate handling of reservations, guest inquiries, service requests, and operational communications.
Monitor guest communication quality and service consistency across all supported locations.
Oversee service recovery efforts and ensure timely resolution of guest concerns and escalations.
Support VIP and Circle guest communications during normal operations, irregular operations, and special events.
Monitor key performance indicators, including service level, average speed of answer, email response time, reservation accuracy, guest satisfaction, first contact resolution, quality scores, and escalation rates.
Analyze performance trends and implement corrective actions to improve service delivery and operational efficiency.
Monitor guest contact volumes and communication trends across phone, email, and digital channels.
Analyze contact drivers, recurring guest issues, and operational pain points impacting service delivery.
Develop reporting dashboards, scorecards, and performance summaries to support leadership decision-making.
Partner with NOC Operations Analysts and business stakeholders to identify trends and recommend operational improvements.
Share insights and recommendations with operational leadership to improve service delivery and guest satisfaction.
Identify opportunities to improve workflows, eliminate inefficiencies, and standardize guest communication processes.
Lead process improvement initiatives across Guest Operations to improve consistency and scalability.
Develop and maintain standard operating procedures, service standards, and communication playbooks.
Champion adoption of digital guest experience platforms, including mobile applications, online reservations, self-service tools, chat, and AI-enabled capabilities.
Partner with Digital Product and IT teams to identify system enhancements and usability improvements.
Evaluate guest feedback related to digital tools and recommend improvements.
Develop strategies to reduce manual contacts through enhanced digital experiences and self-service capabilities.
Support implementation, testing, and operational readiness of new guest-facing technologies.
Support development and optimization of AI-enabled workflows, automation tools, and knowledge base content.
Review AI-generated communications for quality, consistency, and guest experience alignment.
Identify automation opportunities and recommend new self-service capabilities that improve efficiency while enhancing, not replacing, the guest experience.