Hospitality Manager

19 hours ago

Bend, Oregon, United States Epicurate Full time
About Epicurate

Epicurate is a pioneering luxury-hospitality platform that bridges the gap between travel companies and technologically empowered, independent service providers. Our platform offers bespoke marketplaces of private chefs and hospitality experience providers, empowering vacation rental hosts and travel companies to generate new revenue streams and provide guests with unique, personalized experiences.

Job Overview

The Senior Manager of Hospitality & Accounts serves as the primary liaison between Epicurate and our network of hospitality providers, overseeing the entire account management cycle. This role involves managing relationships, enhancing account performance, promoting growth, and ensuring the satisfaction of both our suppliers and our guests.

Key Responsibilities
  • Customer Experience Management: Serve as the primary point of contact for customer service, ensuring exceptional service for all accounts and clients. Handle customer inquiries, feedback, and complaints promptly and effectively.
  • Account Management: Oversee the full cycle of account management, including recruiting and onboarding new accounts, ongoing relationship management, training and knowledge management, and managing potential churn.
  • Performance Management: Monitor and enhance account performance by suggesting improvements and ensuring accounts adhere to our brand standards. Lead and conduct performance reviews with accounts.
  • Relationship Building: Establish and maintain strong relationships and trust with accounts and external partners. Act as the advocate for our accounts, communicating their needs and concerns to foster mutually beneficial relationships.
  • Platform Leadership: Be an expert in our tools and systems to support our accounts, and to optimize the platform to streamline and enhance the account management process.
  • Inbound Sales: Develop and create personalized proposals for clients based on their specific requests.
  • Outbound Sales: Source and onboard new service providers as we expand into new markets.
  • Growth and Leadership: Build a framework for future team expansion, preparing to oversee additional staff as the company grows. Participate in strategic planning to scale the customer experience and account teams.
Qualifications

Minimum of 3-5 years of experience in a customer service or hospitality management role. Proven account-management success in a consumer, travel or hospitality vertical. Lead or similar role in a customer support capacity. Bachelor's degree in Hospitality Management, Business Administration, or related field. Strong understanding of the luxury hospitality market. Excellent communication and interpersonal skills. Ability to work independently and as part of a remote team. Highly tech-savvy with experience using customer service and CRM software. Passionate about providing exceptional customer service and hospitality experiences.

Compensation and Benefits

Competitive base salary + equity. Performance-based commission plan. Opportunity to work with a dynamic and innovative team. Flexible working hours with a remote work environment. Professional development opportunities. Medical, Dental, Vision, Life

Location and Travel

The Epicurate team is remote, but most of the team lives in Oregon (Portland, Dundee, and Bend). As we like to get together for face time and fun, preference is to Oregon & Pacific Northwest applicants. This role is remote and has minimal travel requirements. Travel may include meeting up in person for team building, strategizing, and intensive work sessions; conference or regional travel to meet with partners & accounts. Estimate would be 0-15% monthly travel.

Epicurate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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