Guest Services Manager

7 days ago

Pensacola, FL, United States Luxury Coastal Vacations Full time
Description

Join Our Guest Services Team at Luxury Coastal Vacations

Location: Perdido Key / Orange Beach / Gulf Shores / Fort Morgan

Are you passionate about creating unforgettable guest experiences? Do you thrive in a fast-paced, team-oriented environment where every day brings new challenges and opportunities? If so, we'd love for you to join our Guest Services Team at Luxury Coastal Vacations
What We Offer:

• A Rewarding and Inclusive Work Environment - Be part of a company that values your contributions and celebrates your success.

• Supportive Team Culture - Work alongside a dedicated team committed to delivering exceptional service to our guests.

• Growth Opportunities - As our company continues to expand, so do the opportunities for personal and professional development.

• Stunning Coastal Location - Enjoy the perks of working in one of the most beautiful vacation destinations on the Gulf Coast
Your Role: Guest Services Manager

As the Guest Services Manager, you'll lead our Guest Services team and serve as the central hub for guest communications and support. You'll ensure every guest receives the luxury experience they expect while empowering your team to deliver top-tier service.
Key Responsibilities:

• Lead, train, and support the Guest Services team to ensure high performance and morale.

• Manage guest communications across phone, email, and shared inboxes, ensuring prompt and professional responses.

• Oversee reservations, dispatch, on-call services, and escalated guest concerns.

• Collaborate with Property Managers, Maintenance, Inspectors, and other departments to resolve guest issues efficiently.

• Monitor and maintain call quality standards, providing coaching and training as needed.

• Implement process improvements to streamline operations and enhance guest satisfaction.

• Handle guest complaints and compensation with empathy and professionalism.

• Ensure compliance with Rental Management Agreements and special owner arrangements.

• Provide backup support for complex calls and after-hours escalations.

• Develop and update departmental policies and procedures.

• Promote our company's core values and culture in every interaction.

• Perform additional duties as needed to support operational requirements.

Requirements

What We're Looking For:

• A confident, proactive leader with a passion for customer service.

• Strong communication and interpersonal skills.

• Proven ability to resolve complex guest concerns with a calm, solutions-focused approach.

• Experience in property management systems and guest service software.

• Familiarity with the vacation rental industry and local destinations.

• Proficiency in Microsoft Office (Outlook, Excel, Word).

• Reliable transportation and availability to work nights, weekends, and holidays.
Qualifications:

• High School Diploma or GED.

• 3+ years of customer service experience.

• 2+ years of leadership or supervisory experience.

• Availability to work nights, weekends, and holidays.
Physical Requirements:

• Ability to sit at a desk and work on a computer for extended periods.

• Ability to stand and move between locations as needed.

• Occasional lifting of up to 20 lbs for inspections or team support.

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