Guest Services Manager

Tybee Vacation Rentals (TVR) is seeking an energetic and motivated professional to join our team as Guest Services Manager! The Guest Services Manager will lead and develop a team of 5-6 Guest Services Agents, monitor customer service interactions, and handle any escalated guest issues or complaints. Using strong communication skills and a desire to provide an exceptional vacation experience to our guests, this position will be responsible for ensuring company standards for customer service are met and implementing ideas for improvement. All duties and responsibilities are always to be performed with exceptional caring and genuine service upholding Tybee Vacation Rentals' standards and culture. 

Essential Duties & Responsibilities

  • Direct the activities of the Guest Services/Front Desk team while working closely with other departments to ensure timely resolution to guest issues
  • Provide coaching and support to team members as it relates to customer service goals
  • Respond to escalated guest issues or complaints: Resolve conflicts, find solutions, solve problems to ensure happy guests
  • Provide an exceptional level of service to guests while balancing the needs of guests and homeowners
  • Create work orders and record guest feedback on a daily report to provide pertinent information to other departments and management
  • Prepare and maintain departmental budgets; monitor and control resources and inventory while minimizing waste
  • Actively contribute as a member of the TVR Management Team: Participate in meetings, provide insight, collaborate with others on problem solving and decision making, while always supporting the decisions and directions of the team
  • Serve as manager-on-duty and handle on-call responsibilities as needed or assigned
  • Manage guest relocations and reservation cancellations with a goal of "salvaging the sale"
  • Perform other duties as assigned

Operational Systems Responsibilities

  • Establish and improve communications, reports, processes, and policies to enforce standards and create efficiencies
  • Develop an expert level of knowledge on technology, policies, and procedures utilized within the department and company
  • Develop a thorough understanding of Operations department processes to best assist with and resolve guest issues

Staffing Responsibilities

  • Serve as hiring manager for the Guest Services department: Determine staffing needs, interview & hire candidates, train staff, and hold staff accountable to performance standards
  • Manage performance and talent; identify and develop future leaders in the company
  • Prepare schedules, assignments, and activities for the Guest Services department
  • Manage the Guest Survey Report Card; provide feedback to team on scores, audit responses for follow-up
  • Audit reservation notes and online bookings to ensure staff are completing confirmations, providing guests with accurate information, and company policies and procedures are being followed

Benefits

  • Competitive pay based on experience
  • Health insurance: Medical, Dental, Vision, Life, Aflac
  • Retirement savings plan with company match
  • Paid time-off and holidays (even your birthday!)
  • Employee development opportunities
  • Referral bonuses
Requirements
  • Minimum of two (2) years' managing and leading a team in the hospitality or customer service industries
  • Bachelor's Degree in Business Management preferred or equivalent experience
  • Ability to work a varied schedule, including holidays, weekends, overtime, and after hours on-call
  • Strong computer skills, including Microsoft Office applications; comprehensive understanding of Excel
  • Ability to read, analyze, interpret, and write reports, business correspondence, and procedure manuals
  • Comprehensive knowledge of the Tybee Island and Savannah destinations a plus

Competencies

  • Customer Focus: Ably discovers, understands, and meets the needs of customers
  • Handling Conflict & Difficult People: Listen and seek understanding through disagreements
  • Project Management: Demonstrate the ability to work within timelines, structures, and budgets to successfully complete assigned projects and tasks
  • Analytical Skills: Create insightful and comprehensible reports on research & findings
  • Stress Management: Maintain composure and perspective in tense situations
  • Sales/Persuasion/Influence Skills: Establish rapport and build trust while identifying needs of others
  • Developing Others: Thoughtfully assign tasks to challenge and utilize individual skillsets
  • Managerial Focus: Establish expectations, monitor performance, and provide feedback

About the Company

Over the last 21 years, TVR has evolved into the largest short-term property management company in the area based on our investment in exceptional people and technology. Vacation Rentals are one of the fastest growing segments of the hospitality industry in part due to the unique experience and value they provide travelers. Tybee Vacation Rentals proudly manages over 280+ vacation homes and condos on Tybee Island and in historic Savannah.

Apply for this position using the contact information below.

Position Type: Full Time
Company: Tybee Vacation Rentals
Address: 1010 Highway 80 E, Tybee Island, GA, 31328
Web: http://www.tybeevacationrentals.com/employment
Email: tvrhr@tybeevacationrentals.com
Salary: Based on experience