Head of Reservations & Guest Experience

Panhandle Getaways; Panama City Beach (FL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Holidays

Competitive pay

Job summary

Panhandle Getaways in Panama City Beach, FL, is seeking a Director of Reservations & Guest Experience to lead a 20+ person team across four markets. You will hire, train, and develop staff, monitor guest conversations, and drive system improvements during a major property management rollout.

This hands-on role requires coaching, KPI reporting, and close collaboration with other departments. You will spend significant time on-site with the team, building processes to improve guest satisfaction

Qualifications

• 5+ years in guest support or reservations, with 3+ years leading people.
• Vacation rental, travel, or hospitality background, short term rental strongly preferred.
• Ability to keep a frustrated guest calm while holding to company policy.
• Highly organized and detail oriented, comfortable in reservation systems and property management software.
• Managed a team across multiple locations.
• Built training or QA programs from scratch, a plus.

Responsibilities

• Hiring, onboarding, coaching, performance reviews, and termination decisions for 20+ agents across four markets.
• Department training curriculum and new hire ramp.
• Scheduling, hourly payroll approval, PTO and schedule change approvals, overtime control.
• Guest conversation monitoring, tracking, and training.
• Guest review analysis, root causing reservations specific feedback.
• Reservations workflows and SOPs through our property management system transition.
• Guest conversation tracking and reporting build out.
• KPI setup and reporting to business leadership on speed to answer, call abandonment, response time, booking conversion, guest satisfaction, new hire ramp, and more.
• Liaison between reservations and housekeeping, maintenance, owner services, and revenue management

Skills

Guest support

Reservations

People leadership

Hospitality experience

Multi-location teams

Training program development

Tools

Property management software

Reservation systems

Job description

Panhandle Getaways in Panama City Beach, FL, is seeking a Director of Reservations & Guest Experience to lead a 20+ person team across four markets. You will hire, train, and develop staff, monitor guest conversations, and drive system improvements during a major property management rollout.

This hands-on role requires coaching, KPI reporting, and close collaboration with other departments. You will spend significant time on-site with the team, building processes to improve guest satisfaction