Guest Services Manager

2 weeks ago

Pensacola, FL, United States Better Talent Full time
COMPANY OVERVIEW:

Join Our Dynamic Team at Luxury Coastal Vacations in Perdido Key/Orange Beach/Gulf Shores/Fort Morgan

Are you passionate about customer service and building meaningful relationships? Do you thrive in a fast-paced, team-oriented environment? If so, we'd love for you to join our team at Luxury Coastal Vacations in Perdido Key/Orange Beach/Gulf Shores/Fort Morgan

What We Offer:

  • A Rewarding and Inclusive Work Environment-Join a company with a vibrant culture where your contributions are valued, and you'll directly impact our success.
  • Supportive Team Atmosphere - Work alongside an energetic, hard-working team committed to delivering top-notch customer service to our Property Owners.
  • Amazing Growth Potential - Luxury Coastal Vacations is rapidly growing, and this position offers room for personal and professional development.
  • Beautiful Location - Enjoy the perks of working in the stunning Perdido Key/Orange Beach/Gulf Shores/Fort Morgan area, with breathtaking views and a relaxing atmosphere
POSITION SUMMARY:

As a Guest Services Manager at Luxury Coastal Vacations, you will lead a dedicated team focused on delivering exceptional service and creating memorable experiences for our guests. Your passion for hospitality, strong communication skills, and ability to problem-solve will be essential as you oversee reservations, address guest concerns, and collaborate with other departments to ensure every stay feels seamless and well-supported.

In this role, you'll help shape and uphold our company's high service standards by developing and updating departmental policies, promoting our core values in every interaction, and stepping in on additional tasks as needed to support daily operations. Your leadership, empathy, and attention to detail will play a key role in maintaining guest satisfaction and driving the warm, professional service Luxury Coastal Vacations is known for.

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.
QUALIFICATIONS:
  • 2+ years of customer service and supervisory experience.
  • 1 year of experience in property management systems and guest service software preferred.
  • High School Diploma or GED.
  • 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.
  • 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.
  • 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.
COMPENSATION & BENEFITS:

Annual Salary: $50,000 - $55,000 plus bonus

Benefits
  • Health insurance
  • Paid time off
  • Life insurance
  • Dental insurance
  • Vision insurance
  • Retirement benefits or accounts
  • Long term disability insurance
  • Short term disability insurance
  • Gym memberships or discounts

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