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Guest Relations

3 months ago

Tybee Island, United States Jenny Rutherford Real Estate Full time
Job DescriptionJob Description

Jenny Rutherford Real Estate is seeking an experienced and highly motivated Guest Relations & Property Manager on Tybee Island, GA. This is an in-office position; remote workers need not apply.


The Guest Relations & Property Manager oversees the care and condition of our portfolio of vacation rental & commercial properties. This includes quality assurance inspections, inventory management, billing and vendor management, and additional administrative functions, including but not limited to pricing, budgeting, guest communications, direct booking guests, marketing, and management of all booking platforms and software.


Your days will be split between the office and on-site visits to our properties, all located between Tybee Island, Wilmington Island & Downtown Savannah.


The ideal candidate will be highly organized, tech-savvy, excellent with customer service, and have the ability to multitask. If you are passionate about hospitality and real estate, we’d love to hear from you

Compensation:

$55,000 yearly

Responsibilities:

Perform Monthly Quality Control Inspections:

  • Conduct monthly quality control & maintenance inspections of all properties
  • Enter detailed notes and findings into the system for documentation and follow-up. Assign tasks and ensure timely completion of projects


Build and Maintain Positive Relationships:

  • Cultivate and nurture positive working relationships with guests, HOAs, community leaders, vendors, contractors, and staff
  • Ensure strong and lasting relationships to foster repeat customers and enhance guest satisfaction


Manage Inspections Staff and Housekeeping Contractors:

  • Oversee inspection staff and housekeeping contractors
  • Communicate with housekeeping and enact protocols when dealing with guest complaints due to property conditions/cleanliness
  • Conduct interviews, hiring processes, and schedule writing


Review Income Statements:

  • Collaborate with the Operations/Finance Manager to review monthly income statements
  • Verify accuracy and ensure alignment with financial goals


Reservations Platforms and Booking Software

  • Attend online training seminars & complete tutorials to become proficient in all booking and rental management software
  • Conduct market research and weekly comps to ensure pricing is competitive and relevant according to calendar, seasons, holidays, events, etc.
  • Monitor and adjust pricing throughout the day to ensure accuracy
  • Monitor and adjust the length of stay rules throughout the day to ensure maximum occupancy
  • Ensure all guest communications are responded to within 5 minutes of receipt
  • Keep detailed notes on guest bookings so all team members are aware of issues and/or details pertaining to guests' stay


Operate with Owner's Interests in Mind:

  • Understand and align with the financial goals of the company
  • Always prioritize the owner's interests in all operational decisions


Professional Communication with Vendors/Contractors:

  • Communicate professionally with vendors and contractors regarding scheduling, billing, insurance certificates, and other needs


Invoice Management and Record Keeping:

  • Submit invoices for payment and maintain detailed records associated with work orders, inspections, and inventory
  • Submit all receipts to basecamp and add detailed notes within 24 hrs. of purchases


Daily Communication with Supervisor:

  • Communicate with the Supervisor daily regarding the schedule and any outstanding maintenance or personnel issues


Property Maintenance and Upkeep:

  • Establish a baseline of operation for properties and continually monitor the need for updates such as furniture, decor, and bedding, etc.
  • Maintain a continuous maintenance schedule and assist with maintenance work as needed


Guest Satisfaction and Issue Resolution:

  • Monitor all booking platforms and ensure prompt responses to guest messages and booking inquiries
  • Report guest damages and missing items promptly and administer protocol with housekeepers for guest satisfaction issues concerning property conditions


Electronics, Cable & WIFI Installation/Maintenance:

  • Take responsibility for the installation and maintenance of Electronic Door Locks, Televisions, Cable & WIFI in all units


Attend Meetings and Ensure Compliance:

  • Attend meetings with supervisors and upper management as requested
  • Ensure compliance with company, local, state, and federal safety rules and regulations, as well as local ordinances regarding short-term vacation rentals
  • Attend all city council and planning commission meetings regarding STVR ordinances & proposals


Emergency Preparedness:

  • Monitor weather, events, and traffic conditions to ensure we are providing accurate and up-to-date safety information to staff and guests
  • Be aware of the company's emergency preparedness plan and responsibilities and ensure supplies are ready at all times
  • Be readily available to address guests and property issues during high-traffic & severe weather events (when safe to do so), holidays, or other high-traffic/demand times


After-Hours On-Call Responsibilities:

  • Perform after-hours on-call responsibilities on a rotational and as-needed basis


Other Duties and Strategic Initiatives:

  • Develop and execute plans and strategies to maximize customer satisfaction and revenue goals
  • Assist with resolving any customer service issues
  • Monitor, manage, and update vacation rental listing information and inventory as needed, ensuring all information is accurate and up-to-date
  • Work closely with the marketing department to ensure regular and effective advertising of properties
  • Stay informed about market conditions and property needs, troubleshoot customer service and maintenance issues, and perform any other duties as assigned
Qualifications:

US Work Authorization: Must have the legal right to work in the United States


Property Management Experience:

  • Minimum 2 years of experience in property management, preferably in the vacation rental or hospitality industry


Flexible Schedule:

  • Ability to work nights, holidays, and weekends as needed to accommodate guest needs


Proximity to Tybee Island, GA:

  • Candidates must live within a 20-minute proximity to the office on Tybee Island, GA, to facilitate easy access to work


Communication Skills:

  • Excellent written and verbal communication skills to effectively interact with guests, colleagues, and stakeholders


Organizational and Time-Management Skills:

  • Demonstrated ability to organize tasks, solve problems efficiently, and manage time effectively


Vacation Rental Experience:

  • Previous experience in the vacation rental industry is preferred


Knowledge of Local Laws:

  • Basic understanding of local laws and regulations related to vacation rentals


Technical Proficiency:

  • Proficiency with Property management software and Vacation Rental Platforms such as Airbnb, VRBO, etc.


Multitasking Ability:

  • Ability to handle multiple tasks simultaneously in a fast-paced environment


Physical Requirements:

  • Must be able to sit, walk, stand, stoop, bend, stretch, twist, push, pull, and reach. Occasional lifting of up to 20 lbs may be required. Specific vision abilities are necessary for the role


Physical Mobility:

  • Ability to climb stairs and ladders as necessary for property management tasks


Problem-Solving Skills:

  • Strong problem-solving abilities, with the capacity to interpret instructions and meet deadlines


Computer Proficiency:

  • Must be proficient in Apple Mac operating systems, MS Office Suite, Google Drive, and similar programs


Typing Skills:

  • Must be able to type at least 30 words per minute


Valid Driver's License:

  • Must possess a valid driver's license, auto insurance, and reliable transportation to travel between locations while working
About Company

At Jenny Rutherford Real Estate, our mission is to provide first-class customer service to clients as they buy, sell, or invest in properties. We are committed to being there for clients every step of the way. We are a small business with a very close-knit group of employees.

We pride ourselves on integrity, accountability, honesty, trustworthiness, and getting the job done. Plus, we have a very friendly and fun atmosphere that makes for a great work environment We've been providing top-notch real estate service to Savannah and surrounding areas for years and will continue to do so for years to come.