Guest Experience Leader & Team Coach

RealJoy; Destin (FL); On-site; USD 50,000 - 60,000; Full time

Job summary

RealJoy Vacations in Destin, FL is seeking a Guest Relations Manager who is passionate about developing people, delivering exceptional guest experiences, and leading with accountability, empathy, and excellence.

In this full-time, in-office role based in Destin, you will lead a guest relations team, manage escalations, coordinate with Operations, Reservations, Maintenance, Housekeeping, and more, and ensure service standards are met while balancing business needs.

Qualifications

• High School Diploma or GED required.
• Minimum of 5 years of customer service or hospitality experience.
• Minimum of 3 years of management or leadership experience.
• Proven experience coaching, motivating, developing, and holding team members accountable.
• Proven ability to multitask, prioritize, and make sound decisions in a fast-paced, high-volume environment while maintaining a high level of service and attention to detail.
• Strong problem-solving and conflict-resolution skills with the confidence to make decisions in challenging situations.
• Excellent verbal and written communication skills.
• Ability to remain calm, professional, and solution-focused when handling difficult or escalated guest situations.
• Strong organizational and time-management skills with the ability to quickly shift priorities as business needs change.
• A hands-on leadership style and willingness to jump in alongside the team when needed.
• Proficiency with Microsoft Office and the ability to quickly learn new software and technology platforms.
• Availability to work weekends, holidays, and participate in an after-hours on-call rotation based on business needs.
• Reliable transportation to and from work and between RealJoy office locations as needed.

Responsibilities

• Lead, coach, and develop a high-performing Guest Relations team focused on delivering exceptional service to every guest.
• Champion RealJoy's mission, motto, core values, and non-negotiables by creating a team culture where they are not just understood, but demonstrated in the way we lead, communicate, support one another, and serve our guests.
• Serve as the primary point of leadership for guest escalations, ensuring concerns are handled promptly, professionally, and with a solution-focused approach.
• Manage multiple priorities throughout the day, including guest concerns, team needs, operational challenges, escalations, and time-sensitive situations.
• Oversee daily department operations, including employee scheduling, staffing, call coverage, dispatch coordination, reservations support, and after-hours needs.
• Partner closely with Operations, Reservations, Maintenance, Housekeeping, Owner Relations, Revenue Management, and other departments to provide seamless guest support and effective resolution.
• Manage incoming guest complaints and coordinate resolution efforts while ensuring timely follow-up and communication.
• Make guest compensation decisions within company guidelines while balancing the guest experience with responsible business decisions.
• Monitor phone performance and call quality standards, providing coaching and training to continuously strengthen the team's customer service skills.
• Monitor team performance through quality assurance, coaching, performance metrics, and ongoing feedback while identifying opportunities for improvement.
• Step in and provide hands-on support during high-volume periods, complex guest situations, or escalated calls when needed.
• Provide leadership and backup support for complex guest concerns during evenings, weekends, and after-hours on-call rotations.
• Ensure guest interactions and resolutions remain compliant with Rental Management Agreements, company policies, and property-specific arrangements.
• Assist with the development and implementation of department procedures, training materials, and service standards.
• Support the leadership team during weather events, emergencies, and other operational situations requiring additional coordination and communication.
• Lead by example by maintaining professionalism, remaining calm under pressure, taking ownership, and creating a positive environment where employees feel supported and motivated to succeed.

Skills

Customer service

Leadership

Multitasking

Communication

Problem-solving

Time management

Adaptability

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

RealJoy Vacations in Destin, FL is seeking a Guest Relations Manager who is passionate about developing people, delivering exceptional guest experiences, and leading with accountability, empathy, and excellence.

In this full-time, in-office role based in Destin, you will lead a guest relations team, manage escalations, coordinate with Operations, Reservations, Maintenance, Housekeeping, and more, and ensure service standards are met while balancing business needs.