Guest Services Manager- Bryant Real Estate
About The Position
The Guest Services Manager at Bryant Real Estate will lead the guest services team, overseeing the entire guest journey from pre-stay to post-stay feedback. This role involves managing communications across various channels, coordinating with housekeeping and maintenance, and ensuring all guest services processes are followed accurately. The manager will also be responsible for recruiting, training, and coaching the guest services team, tracking key metrics, and staying updated on industry trends to enhance guest experiences. A strong understanding of North Carolina real estate laws and regulations is also required.
Requirements
- 2+ years in management
- Excellent communication skills, both verbal and written
- Strong organizational and time management skills
- Exceptional problem-solving abilities and a high level of empathy
- Positive attitude and willingness to assist others
- Ability to work weekends and holidays to support business needs
- 3-5 years of experience in property management, customer service, or a related field, with a preference for experience in vacation rentals
Nice To Haves
- Active North Carolina Brokers License
- 1+ years of experience as a Guest Services Manager strongly desired
Responsibilities
- Lead guest services team, providing daily reservation reports and staffing assignments.
- Oversee the entire guest journey from pre-stay to post-stay feedback.
- Manage communications across all channels (phone, email, text, and OTA apps).
- Coordinate with housekeeping and maintenance to ensure homes are clean and guest ready.
- Recruit, train, and schedule the guest services team.
- Provide continued training, auditing, scoring, and coaching for the guest services team.
- Ensure all guest services processes are being followed accurately including but not limited to entering reservations, adjusting reservations, cancelling reservations, processing contracts, processing payments, reviewing reservations for fraud, etc.
- Providing exceptional customer service by responding quickly and courteously to guest inquiries and service requests, taking prompt action to resolve escalated problems/ complaints, and documenting situations as they occur.
- Ensure seamless arrival and departure of guests.
- Maintain a knowledge of all current and future available properties.
- Track guest service metrics and provide reports/ data to leadership team on department accountabilities.
- Familiarity with the North Carolina Rental Act, the North Carolina Real Estate Manual, and the North Carolina Association of REALTORS® Property Management Legal Handbook and to promptly and accurately refer to any of these when required.
- Communicate projects, issues, and concerns to other departments: marketing, finance, maintenance, hospitality etc., keeping them informed at all times.
- Stay up to date on industry trends and new technologies to enhance guest experiences.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
