Guest Services Manager- My Vacation Haven

FitzGerald Financial Group - Division of TowneBank Mortgage•Miramar Beach, FL

About The Position

Essential Responsibilities: Owner/Guest Communication and Satisfaction Serve as the primary contact for owners and guests, ensuring clear communication and swift issue resolution. Collaborate cross-functionally with operations teams such as housekeeping and maintenance to address issues quickly. Lead and manage the Reservations team, ensuring high levels of service for both owners and guests. Address and resolve owner/guest concerns or requests promptly and effectively. Provide training and leadership to enhance the team’s skills and customer service capabilities. Reservations Maintain a knowledge of all current and future available properties. Responsible for the success of reservation team and ensuring guest satisfaction. Complete all processes for entering reservations, adjusting reservations, or canceling reservations. Review guest contracts to update reservations and process payments. Explain contract and company policy to all prospective guests. Negotiate rates and refunds Operational Excellence: Develop and maintain consistent operating procedures to ensure smooth day-to-day operations. Work with other departments to ensure efficient scheduling and resource allocation to meet owner/guest needs. Support team scheduling, ensuring flexibility to meet coverage requirements, especially on weekends and holidays. Ensure that all phone calls are answered in a timely manner. Manage guest tickets in Breezeway to ensure that tickets are closed in a timely manner. Send out weekly mid-stay checks via text/email through Breezeway and respond to feedback accordingly. Track patterns and develop statistical reports regarding guest issues and experiences, both positive and negative. Guest Experience & Community Engagement: Focus on improving guest satisfaction scores through proactive service delivery. Represent My Vacation Haven positively in community events, acting as a professional ambassador. Adapt to changing priorities and take on additional responsibilities as needed to meet business demands. Continuously improve guest experiences through feedback and analysis. Team Leadership and Support: Manage reservation staff to include hiring, training, timecard managing, and coaching Provide daily reservation reports and staffing assignments. Help to identify process problems and deficient areas at the properties and suggest solutions. Motivate and support staff in creating a positive work environment. Provide guidance and training to ensure high standards of customer service. Work closely with the team to ensure flexibility in meeting operational needs.

Requirements

Ability to work a flexible schedule, including weekends and holidays, to meet the needs of owners, guests, and operations.
Experience: Minimum of 3-5 years in property management, customer service, or a related field, with a preference for experience in vacation rentals.
Experience managing a team of 5+ employees
Communication: Strong verbal and written communication skills to effectively manage relationships and issues.
Organizational Skills: Strong time management and task organization abilities.
Problem-Solving: Proactive in identifying issues and implementing solutions.
Technology Proficiency: Experience with property management software, CRM tools, and the Microsoft Office Suite.
Interpersonal Skills: Ability to build relationships and demonstrate empathy in guest and owner interactions.

Nice To Haves

Proficiency with technology, including MS Office and property management software.
Strong interpersonal relations and communication skills.
Ability to stay organized and manage time effectively in a dynamic environment.
Self-motivated and adaptable to challenges and changes in responsibilities.
Ability to thrive in a fast-paced environment and remain dependable, flexible, and accountable.
Familiarity with the vacation rental industry

Responsibilities

Serve as the primary contact for owners and guests, ensuring clear communication and swift issue resolution.
Collaborate cross-functionally with operations teams such as housekeeping and maintenance to address issues quickly.
Lead and manage the Reservations team, ensuring high levels of service for both owners and guests.
Address and resolve owner/guest concerns or requests promptly and effectively.
Provide training and leadership to enhance the team’s skills and customer service capabilities.
Maintain a knowledge of all current and future available properties.
Responsible for the success of reservation team and ensuring guest satisfaction.
Complete all processes for entering reservations, adjusting reservations, or canceling reservations.
Review guest contracts to update reservations and process payments.
Explain contract and company policy to all prospective guests.
Negotiate rates and refunds
Develop and maintain consistent operating procedures to ensure smooth day-to-day operations.
Work with other departments to ensure efficient scheduling and resource allocation to meet owner/guest needs.
Support team scheduling, ensuring flexibility to meet coverage requirements, especially on weekends and holidays.
Ensure that all phone calls are answered in a timely manner.
Manage guest tickets in Breezeway to ensure that tickets are closed in a timely manner.
Send out weekly mid-stay checks via text/email through Breezeway and respond to feedback accordingly.
Track patterns and develop statistical reports regarding guest issues and experiences, both positive and negative.
Focus on improving guest satisfaction scores through proactive service delivery.
Represent My Vacation Haven positively in community events, acting as a professional ambassador.
Adapt to changing priorities and take on additional responsibilities as needed to meet business demands.
Continuously improve guest experiences through feedback and analysis.
Manage reservation staff to include hiring, training, timecard managing, and coaching
Provide daily reservation reports and staffing assignments.
Help to identify process problems and deficient areas at the properties and suggest solutions.
Motivate and support staff in creating a positive work environment.
Provide guidance and training to ensure high standards of customer service.
Work closely with the team to ensure flexibility in meeting operational needs.