Team Lead Guest Experience

eTalent recrute pour l'un de ses clients : A Team Lead, AI Guest Experience

As a Guest Experience AI Team Lead, you lead a team of Guest Experience AI

Specialists and own the quality, consistency, and evolution of guest conversations across both AI and human channels.

Your responsibility goes beyond people management. You are accountable for ensuring that:

• Guests are consistently taken care of

• Escalations decrease over time.

• The AI improves through real operational learning.

• The team operates with clarity, confidence, and strong judgment.

This role sits at the intersection of people leadership, AI operations, and guest experience. It is not a traditional support team lead role.

What you will do

You are a player–coach. In the initial phase, you will operate within the system yourself to build deep, firsthand understanding of how the AI behaves in real guest interactions.

1. Lead and coach the team :

• Lead, coach, and develop a team of Junior and Senior Guest Experience AI Specialists.

• Set clear expectations around quality, tone, judgment, and decision-making.

• Coach team members on handling complex, high-risk, or emotionally charged guest situations.

• Provide regular feedback, performance reviews, and growth plans.

• Act as an escalation point for sensitive or high-impact cases.

2. Own guest experience quality :

• Ensure guest conversations consistently meet service and brand standards.

• Review escalations and complex cases for quality, consistency, and decision integrity.

• Balance speed, accuracy, and empathy in live decision-making.

• Ensure seamless AI → human handoffs with no loss of context.

3. Drive continuous AI improvement :

● Analyze escalation patterns and recurring guest issues.

● Prioritize AI improvements based on real operational impact.

● Work closely with product and AI teams to :

• Improve conversation logic.

• Refine escalation rules.

• Address data gaps and inconsistencies.

• Ensure that human effort reliably translates into AI learning.

4. Define and enforce escalation governance :

• Own escalation rules and thresholds (urgency, sentiment, ambiguity).

• Ensure consistent application of policies across the team.

• Decide what should be automated, AI-assisted, or handled by humans.

• Document and evolve best practices as the system scales.

5. Tools and operational workflows :

• Oversee daily operations within the platform

• Ensure data quality and proper documentation in Guesty

• Use Slack to :

- Coordinate shifts and coverage.

- Escalate critical incidents.

- Share insights, updates, and improvements with stakeholders.

What you bring :

Required :

• Strong background in guest experience, hospitality, or customer operations.

• Prior experience leading, coaching, or acting as a senior point of accountability.

• Excellent judgment in complex or high-pressure situations.

• Systems thinking: ability to identify patterns and root causes.

• Comfort owning outcomes, not just managing tasks.

Nice to have :

• Experience with AI-powered support tools or automation.

• Familiarity with short-term rentals, hotels, or property management.

• Experience working cross-functionally with product or engineering teams.

• Experience scaling teams or operational processes.

Compensation & Growth :

• Competitive, market-aligned salary based on location, experience, and scope.

• Additional compensation for night, weekend, and holiday coverage.

• Structured onboarding in AI operations, escalation frameworks, and leadership.

• Clear growth paths into senior operations, client leadership, or AI operations roles0