Position Summary
The Senior Manager, Central Operations – Guest Experience is responsible for leading and standardizing Guest Experience and Front Desk operations across Puerto Vallarta and Big Bear. This role ensures consistent service standards, operational excellence, team performance, guest satisfaction, and revenue growth across both markets while serving as the senior operational leader for all guest-facing functions.
Leadership & Team Management
Lead, coach, and develop Guest Experience and Front Desk Managers.
Establish accountability through performance management, coaching, and KPI reviews.
Build leadership bench strength and support succession planning.
Ensure exceptional guest service across all communication channels.
Serve as the highest level of operational support for guest escalations and service recovery.
Own and maintain Guest Experience SOPs, policies, and quality standards.
Monitor reservation accuracy, payment compliance, documentation, and operational readiness.
Performance & Revenue
Manage department KPIs related to guest satisfaction, service levels,



operational efficiency, and revenue.
Use performance data and guest feedback to improve results.
Develop staffing plans and ensure appropriate coverage across shifts, weekends, and holidays.
Oversee adoption and performance of operational platforms, including Streamline, AKIA, RingCentral, Monday.com, Microsoft 365, Airbnb, VRBO, and Booking.com.
Standardize onboarding, training, and quality assurance programs.
Call and message service levels
SOP compliance and quality assurance scores
Employee retention and manager performance
5+ years of leadership experience in hospitality, guest services, customer experience, or front desk operations.
~ Experience managing managers and multi-site operations preferred.
~ Strong leadership, communication, coaching, and conflict-resolution skills.
~ Ability to lead remote teams and operate independently in a fast-paced environment.
~ Bilingual English/Spanish p

📌 Operations Executive (Puerto Vallarta)
🏢 My Remote Hire
📍 Puerto Vallarta