Guest Services Manager- Bryant Real Estate

Towne Family of Companies•Carolina Beach, NC

2d•Onsite

About The Position

The Guest Services Manager at Bryant Real Estate will lead the guest services team, ensuring a seamless guest experience from pre-stay to post-stay feedback. This role involves managing all guest communications, coordinating with other departments to ensure property readiness, and overseeing the recruitment, training, and performance of the guest services staff. The manager will also be responsible for maintaining knowledge of available properties, tracking key metrics, and ensuring compliance with relevant legal standards. This position requires a strong understanding of property management and exceptional customer service skills.

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.
Oversees 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.