Name
John (Jack) Tuggle
Where are you based?
Los Angeles, CA
Job Title
CX Manager
How long have you worked at AvantStay?
1.5 years
How would you describe your job & responsibilities to someone who doesn’t work in your field?
My role is in a very unique area in the company. I work with all aspects and departments of AvantStay. I assist with FO (Field Opps) when they need CX support or better understanding. I assist Product with learning what the gaps may be within our product and the customer experience. I understand issues guests may face first, and assist with informing Revenue Management, Marketing, or Product on many fixes or solutions.
I have taken on the training and development of all new CX/agents and new hires in the company. In doing so I continue to stay up to date with all the current processes and systems. I assist with the creation of any new SOP and constantly update the current ones. I manage directly a downline of 10 and strive to always assist with the coaching and development of all team members. A strong team is my goal and knowledge is power.
How do you like to start your work day?
My day starts with a Celsius or a coffee, catching up on any questions on Slack I may have (which working with so many departments could be a very large number), then catching up on any emails from the night before.
What teams do you collaborate the most with at work?
Product and I speak constantly about how we can improve based on the customer experience and questions that my agents receive. But I am in talks with Rev Management, Marketing, FO, Policy and lately Mergers and Acquisitions quite a lot.
What is your favorite thing about working at AvantStay?
I came to work here because of my skill sets from learning Computer Science and Customer Experience and my passion for traveling. My favorite thing is the fact I can constantly learn, work closely with different teams, and see my ideas or tips for improvement go into action directly to affect customer experience and journey.
What advice would you give to someone looking to join your team?
Don’t be afraid of change. Stay open minded and diligent. We are a startup in a fast growing and changing industry and landscape. Be flexible, challenge yourself, and never stop learning.
What is something that you’re proud of that you’ve accomplished in your role?
I have helped to revamp the training program for Agents here at AvantStay. I now have trained and developed 40% of our current agents. This is still something I am continuing to improve as well as we continue to look toward the future and with many systems changing.
I have helped to build up and lead many GOS (future CX leaders) and continue to coach them as we grow as a company.
I have helped to build out a learning database on Slab for all employees to have a place as a resource for self-learning and deeper understanding.
I have assisted with creating a better feedback loop for mergers and acquisitions so we can continue to ensure a smooth process for guests who may be just coming over the AvantStay experience.
Which AvantStay home is your favorite?
I have stayed at quite a few homes, and plan to try to stay at many more—7 bookings and counting. Each is stunning in its own right.
Camila is a stunning home in Temecula with a koi pond inside. Huge pool, Jacuzzi, and a game space—this home has everything. The views are immaculate and the space is so comfortable.
Starlight Estate is truly a gem as well. It has a tennis court and lots of room for family or kids. The pool here was the best I’ve ever swam in and easy because Coachella Valley is very hot.
Give us a fun fact!
As an avid traveler, I have taken 2 round trips across the USA. One was up the West Coast all the way to Vancouver, the other was through the South and up the East Coast to Poconos. The states are huge and each one more different than the next.
What do you like to do in your spare time?
Travel, Explore, Eat are my top 3 things. I also have a passion for meeting new people and making new friends. This may be why I love to travel and explore so much!
Before working at AvantStay, what was the most unusual or interesting job you’ve ever had?
I opened and managed 2 food trucks in California during the food truck movement. This was very interesting as it gave me a chance to explore California, taste a thriving food scene, and understand the geographic layout of SoCal very quickly.
What’s the best advice you’ve ever received?
“The answer is always no if you don’t ask”. Once you channel this one into your thought process, your life starts to have endless possibilities.
What’s your favorite Slack channel?
#new-listings – I love seeing the new homes we are bringing into the family and exploring the possibility of visiting them!
What’s your favorite AvantStay employee perk?
The No Vacancy Stay is truly the best employee perk. I work at this company because I believe in the product and experience we provide. Staying at the homes gives you insight into the guest journey and experience. Creating those moments with your friends and family is truly unforgettable.
What has working at AvantStay taught you about the most?
The importance of traveling together. The importance of creating memories together. “Go Together, Go Far” is an amazing motto. I think about it at work with my teams, and on trips with my friends. This world can be a crazy place, but when you have others with you to help you navigate professionally or personally, it is really something to be appreciated. Life is a roller coaster, and rarely do we ride roller coasters alone.
Where is your favorite vacation spot?
This is the hardest question for me. I will rarely visit a place more than once. There are so many places that I still want to go. The world is massive and so much I want to explore. While I really wanted to put a paradise city down like Hawaii or Key West, I would have to say my favorite place would have had to be Madrid.
I went during Madrid World Pride, and I can truly say the way that the whole city joined together was magical. They even changed the crosswalk sides where it is usually a man and a woman, to two men holding hands. It really felt accepting. The city also is just a stunning place to walk and explore.
