Guest Services Manager

Garden City Realty, Inc.; South Carolina; On-site; USD 40,000 - 60,000; Full time

Job summary

Garden City Realty, Inc. seeks a Guest Services Manager responsible for leading the Guest Services team, focusing on staff development and delivering exceptional customer experiences. The ideal candidate will have strong communication and problem-solving skills to adapt to changing situations and improve customer satisfaction.

Qualifications

• Minimum 2 years of customer service/vacation rentals experience.
• Prior supervisory experience preferred.
• Recognizes inconsistencies quickly; analytical skills are essential.

Responsibilities

• Train and coach team members on best practices.
• Resolve guest dissatisfaction with a commitment to excellence.
• Collaborate with department managers to enhance guest experience.

Skills

Communication

Problem-Solving

Customer Service

Attention to Detail

Leadership

Education

B.A. in a related field

Tools

Escapia reservation software

Excel

Google Sheets

Word

Outlook

Job description

Job Details

Job Location: Garden City Realty 608 Atlantic - MURRELLS INLET, SC

Salary Range: Undisclosed

Description

Position: Guest Services Manager
Department: Guest Services
Reports To: Director of Client Services

Mission & Core Values

OUR MISSION: To provide hospitality and service that makes the Grand Strand home

CORE VALUES: We will make bold moves. We will have a bias to action. We will pursue excellence in the ordinary. We will develop an ownership mentality. We will focus first on what matters most.

Objective

This is a multifaceted position that requires a high level of discernment and problem-solving skills with the ability to quickly adapt to changing needs. Effective verbal and written communication are vital to lead internally and outside the Guest Services Department with a focus on providing excellent customer service. The Guest Services Manager is responsible for staff development through strategic hiring and consistent coaching on best practices to elevate the team to achieve goals and support our mission.

Responsibilities & Duties

Please note this is not a comprehensive list of all responsibilities and functions but is intended to give specific examples of the scope of work. Work assignments may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Be knowledgeable in all company policies and procedures and proficient in training and coaching for team development. Be mindful of procedures of supporting departments (Owner Services, Marketing, Operations, Housekeeping, Maintenance, and Laundry) when making decisions that may have impacts outside your department.
• Commitment to provide excellence in customer service, representing the “Garden City Realty Difference” with a bias to action and genuine care. Must possess the ability to effectively assess, diffuse, resolve, and provide adequate follow-up in all scenarios of guest dissatisfaction.
• Ability to identify areas where improvements can be made in current procedures and processes and implement new procedures or processes to make improvements in overall client satisfaction.
• Must be proficient in all operating systems and processes and be capable of directing and developing the use of these systems through educating other employees.
• Work in collaboration with department managers and directors to positively impact the guest and owner experience in all situations. Contribute to weekly managers meetings by providing insight to department needs, challenges, and initiatives.
• Provide thorough training to new employees and continual coaching and development of skills in all aspects of the front desk operation, reservation and travel insurance sales, customer service, communication, and conflict resolution.
• Create monthly team and individual sales goals, promote and celebrate achievement of goals, and process monthly bonuses.
• Manage team’s bi-weekly time cards and submit to payroll. Create department schedule monthly and account for time off requests, use of PTO.
• Assist Accounting by balancing reservations weekly, processing cancellations, support with travel insurance claims, and reporting inconsistencies prior to close of each month. Maintain petty cash drawer and cash reimbursement records.
• Maintain regular Phone Call Quality monitoring and review of reservationist email correspondence to achieve communication standards.
• Lead bi-weekly department meetings on a variety of topics to highlight opportunities for growth and prepare the team for seasonal changes.
• Maintain guest contracts, physical and electronic. Review for compliance of policy set forth, particularly meeting occupancy standards and pet restrictions. Evaluate contracts annually for necessary changes.
• Oversee procedures for check-in/check-out and process relocations when necessary. Manage records for onboarding/offboarding properties to the rental program.
• Promote knowledge of local beaches, events, and area attractions to engage with guests and promote the area as a vacation destination.
• Continually educate themselves with leadership or vacation rental management information.
• Be available outside of normal working hours to assist staff or management with issues that arise.

Qualifications

Preferred Qualifications & Competencies

• Attitude & Initiative: It is essential to present a friendly, helpful, and ‘can-do’ attitude to everyone: teammates, owners, guests, visitors, vendors, real estate agents, etc. The candidate should show initiative and creativity to provide solutions.
• Excellent Communication & Diplomatic Skills: Ability to communicate concisely, effectively, and professionally, balancing the interests of homeowners and guests to build loyalty.
• Analytical Expertise: Attention to detail and the ability to recognize inconsistencies quickly, analyze bookings, produce error-free reports, and ensure a consistent guest experience.
• Software/Computer Knowledge: Proficient in Escapia reservation software, Excel/Google Sheets, Word/Docs, Outlook, and supporting systems. Ability to navigate the website confidently.
• Departmental Knowledge: General understanding of the functions performed by Guest Services and supporting departments.

Education & Experience:
B.A. in a related field and/or two+ years of related experience and/or training, or equivalent in customer service/vacation rentals, preferably with supervisory experience.