Customer Service & Hospitality Manager – Remote Guest Experience Leader for arenaflex Short‑Term Rentals (Part‑Time, Evening/Night Shifts)
Join arenaflex – Redefining the Future of Furnished Short‑Term Housing
arenaflex is the fastest‑growing, technology‑driven provider of fully furnished apartments for business travelers, relocators, and vacationers across the Midwest. With a portfolio of more than 120 meticulously curated units in downtown Milwaukee and an expanding footprint in Chicago, arenaflex leverages cutting‑edge digital platforms to deliver a seamless, hotel‑quality stay for every guest. Our mission is to blend the comfort of home with the convenience of modern hospitality, and we achieve that by employing passionate, detail‑oriented professionals who love solving problems and delighting people.
Why This Role Matters
As a Customer Service & Hospitality Manager you will be the voice of arenaflex for all guest interactions. Working remotely, you’ll orchestrate every step of the guest journey—from the moment a reservation is made on arenaflex’s online listings to post‑stay feedback. Your expertise in communication, conflict resolution, and tech‑savvy operations will directly influence our guests’ satisfaction scores, property partner relationships, and the overall reputation of arenaflex in the competitive short‑term rental market.
Position Overview
This is a part‑time, remote position requiring approximately 20 hours per week. Your core schedule will run from 3 p.m. – 10 p.m. Central Time, Monday through Wednesday, with additional hours available as arenaflex continues to scale. You’ll report to the Director of Hospitality and collaborate closely with the Field Operations Team, property partners, and external vendors.
Core Responsibilities
- Guest Communication Hub: Serve as the primary point of contact for all guest inquiries across arenaflex’s digital channels—email, phone, text, and in‑app messaging. Respond to each guest message within 5 minutes whenever possible.
- Reservation Management: Review, modify, and confirm bookings, ensuring alignment with arenaflex’s policies and property partner requirements. Provide personalized booking suggestions to maximize occupancy and revenue.
- Screening & Safety: Conduct thorough guest screenings to protect guests, hosts, and arenaflex assets, complying with all local regulations and internal safety standards.
- Issue Resolution: Field complaints, troubleshoot maintenance or technology glitches, coordinate lock‑out assistance, and negotiate win‑win solutions that preserve guest satisfaction.
- Operational Coordination: Schedule repairs, routine maintenance, and turnover activities in partnership with the Field Operations Team, property owners, vendors, and internal staff.
- Partner Liaison: Maintain clear, proactive communication with property partners, addressing their concerns and ensuring listings remain accurate and compliant.
- Listing Optimization: Edit and enhance arenaflex property listings, update photos, pricing, and descriptions, and run A/B tests to improve click‑through and conversion rates.
- Data‑Driven Improvement: Analyze guest reviews, identify recurring themes, and recommend actionable improvements to the product and service teams.
- Brand Representation: Manage arenaflex’s social media presence, publish periodic public‑relations content, and assist in community‑building initiatives.
Essential Qualifications
- Minimum 2 years of experience in customer service, hospitality, or a closely related field.
- College diploma, associate degree, or equivalent professional experience.
- Demonstrated ability to pass a comprehensive background check.
- Professional references (2‑3) from recent supervisors who can attest to your communication and problem‑solving skills.
- Reliable high‑speed internet, a modern laptop or desktop, and a smartphone capable of handling multiple apps and browser tabs simultaneously.
- Flexibility to work evenings, weekends, and holidays as scheduling demands dictate.
Preferred Skills & Competencies
- Exceptional Communication: Clear, friendly, and concise written and verbal communication that builds rapport quickly.
- Technology Fluency: Proficiency with web browsers, mobile apps, and SaaS platforms; comfortable navigating multiple tabs and windows while maintaining accuracy.
- Organizational Excellence: Ability to juggle competing priorities, manage a dynamic inbox, and keep meticulous records in spreadsheets and word processors.
- Conflict Management: Proven track record of de‑escalating tense situations and turning dissatisfied guests into loyal advocates.
- Independent & Team‑Oriented: Self‑starter who can thrive without direct supervision yet collaborates effectively with cross‑functional teams.
- Analytical Mindset: Comfort interpreting guest feedback data, spotting trends, and recommending process enhancements.
- Creative Problem Solving: Ability to think on your feet, devise quick fixes for unexpected issues, and communicate solutions clearly.
Compensation, Benefits, & Perks
- Competitive Pay: Starting at $20.00 per hour, with performance‑based incentives and the possibility of hourly rate increases as you demonstrate impact.
- Flexible Schedule: Core evening shifts with the option to add additional hours as arenaflex grows.
- Remote‑First Environment: Work from anywhere with a reliable internet connection—you’ll receive a stipend for home‑office essentials.
- Professional Development: Access to online training, hospitality certifications, and mentorship from senior leaders.
- Paid Time Off & Sick Leave: Earned based on tenure, promoting work‑life balance.
- Health & Wellness Support: Participation in group health plans, wellness challenges, and mental‑health resources.
- Employee Recognition Programs: Quarterly awards, peer‑nominated accolades, and celebratory events.
Career Growth & Learning Opportunities
arenaflex is built on a culture of upward mobility. As you master the responsibilities of the Customer Service & Hospitality Manager role, you can advance to senior supervisory positions, such as:
- Senior Hospitality Operations Lead
- Regional Guest Experience Director
- Product & Service Innovation Manager
Our leadership team actively mentors high‑performing employees, encourages cross‑departmental projects, and supports continuing education through tuition reimbursement programs.
Work Environment & Culture at arenaflex
At arenaflex, we celebrate curiosity, empathy, and relentless improvement. Our remote workforce is connected through weekly video huddles, monthly virtual town halls, and an internal chat platform where ideas flow freely. We value diversity and inclusion, believing that a mosaic of perspectives leads to better service for our guests. Whether you’re handling a last‑minute maintenance request or brainstorming a new guest‑welcome kit, you’ll find a supportive, collaborative atmosphere that rewards initiative.
Application Process
Ready to become the voice of arenaflex for thousands of travelers? Follow these steps:
- Submit your updated résumé highlighting relevant hospitality and customer‑service experience.
- Answer the two mandatory screening questions:
- Do you have a reliable smartphone that can download apps, and a laptop that can run dozens of browser tabs simultaneously?
- Do you have availability from 3 p.m. – 10 p.m. CST Monday through Wednesday (and occasional weekend coverage as needed)?
- Provide three professional references who can speak to your communication style and problem‑solving abilities.
- Complete a brief virtual interview with the Hospitality Director to discuss your approach to guest experience.
- Undergo a background check and onboarding orientation.
Successful candidates will receive a personalized onboarding plan and immediate access to arenaflex’s guest‑service dashboard.
Take the Next Step
If you thrive in a fast‑paced, technology‑infused hospitality environment and are passionate about turning ordinary stays into memorable experiences, we want to hear from you. Apply today and help arenaflex set a new standard for short‑term rental excellence.
``` Apply for this job