Job description

Hire Professionals is hiring for a growing vacation rental management company, seeking a candidate experienced in hospitality to manage their guest services team.

The Guest Services Manager is an essential role within the organization and acts as the first point of contact for guests.

RESPONSIBILITIES

• Manage guest experience team, monitor productivity, timekeeping & schedules.
• Oversee proper use of systems, ensure accurate notes are being logged.
• Listen to recorded calls of team members, ensure each agent is coached at least once per month.
• Assist operations manager to gather facts for credit card chargeback appeals. Ensure accounts is aware of pending chargeback.
• Monitor outbound calls made by the team to ensure issues and complaints are being followed up on a daily basis.
• Ensure effective handover communication from day shift to evening shift.
• Ensure team and operations are aware of “red flag” guests to provide expedited resolution and follow-up to avoid further escalation.
• Ensure complaints are investigated by in-person visits to properties to visually validate issues and document with photographs.
• Assist marketing team with producing in-home signage, FAQs, videos, and other documents to cut down on calls and troubleshooting.
• Train team to attempt to troubleshoot over the phone items such as pool alarms, safe operation, door lock operation to prevent delayed resolution and unnecessary property visits for minor issues.
• Ensure team includes property owner stays in satisfaction checks and follow-ups.
• Ensure team communicates company policy, such as adhering to occupancy limits, communicating resort rules, following procedures to protect against credit card fraud, and explaining cancelation policies.
• Assist reservations team with issues such as guest relocations and cancellations.
• Hold regular team meetings.
• Service Recovery - take ownership of escalated guest complaints and attempt to turn around to a positive resolution.
• Manage compensation claims and resolutions. Log and monitor as a metric of the team's performance.
• Oversee guest refunds with accounts.
• Ensure effective communication with internal teams such as operations, reservations, and accounts.
• Ensure effective communication with third-party booking agents and property managers.
• Manage team to provide flawless, professional guest service experiences.

• Provide assistance to the operations team to investigate and respond to guest issues in a timely manner, in person, on the phone, and by email.
• Communicate guest feedback with the operations team to ensure they understand guest needs and urgency.
• Ensure team carries out welcome or mid-stay phone calls and visits to discover if guests have questions about the property or require any assistance.
• Ensure team makes in-person visits to personalize the experience, build rapport and avoid conflict that could be caused by email-only communication.
• Make post-stay phone calls to guests to get feedback on their experience and request reviews
• Set up and monitor CRM software technology and tools with the marketing team to automate emails, text messages, voice recordings, and tablet messages
• Review guest feedback surveys and schedule any work orders that may be required. If necessary, respond to guests regarding their feedback.
• Ensure team enters work orders for all issues with accurate and detailed information.
• Ensure team works with operations to update work orders as necessary, adjusting priority and the technicians they’re allocated to.
• Follow up with guests to ensure work orders and issues have been resolved to their satisfaction.
• Prepare properties for arrivals of VIP guests and owners, deliver welcome gifts, and inspect the property.
• Assist property owners either in person, on the phone, or by email with any questions they have regarding their property.
• Assist guests that require concierge services.
• Organize surprise welcome gifts to selected guests and families.
• Implement strategies to encourage repeat guest business and positive online reviews.
• Reputation management - respond to online guest reviews.
• Make guests aware of additional optional services they may choose to purchase.
• Review performance of field team under the supervision of the Operations Manager that are visiting properties to provide meet and greet services.
• Analyze customer feedback and provide strategic direction to continuously improve the overall rating.
• Ensure reviews requests are not sent to frustrated guests that are in process of service recovery.
• Ensure guests are flagged as not in good standing that we will not accept future bookings from due to poor treatment of the property, abuse of staff, or breaking T&C such as hosting events or parties in rentals or exceeding occupancy limits.
• Coordinate together with the operations manager in evicting guests or reporting to Sheriff guests found to be breaking terms & conditions of rental.
• Coordinate with operations manager reporting guests to Sheriff that have abused rental property and its contents causing caused damage to property causing caused damage or theft of property contents
• Communicate to guests with documented reports, pictures, and fiscal amounts any funds being withheld from security deposits or charged to their card for damages to the rental property.
• Coordinate with the Operations Manager to investigate and document any guest claims that present potential liability or risk to future guests such as injuries, claims of mold, bed bugs, or unsafe conditions.
• Document special requests from guests such as allergies and ensure operations are aware prior to and during their stay.
• Ensure all guest communication is documented, such as pre-existing damage found upon their arrival.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Education:

• High school or equivalent (Preferred)

Experience:

• Hospitality: 3 years (Preferred)

Language:

• Bilingual (Preferred)

Work Location: In person

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