| Location | Panama City, Florida |
Panhandle Getaways is proud to be recognized as one of the Top 50 Vacation Rental Property Management Companies in the World by Rentals United. Managing over 900 short-term vacation rental properties along the Florida Panhandle, we deliver exceptional guest experiences while maintaining strong relationships with our homeowners.
This is a hands on hospitality leadership role leading a team of 20+ reservations agents and front desk staff. You will own how we hire, train, and develop them, and be responsible for the quality of every guest conversation the department has. You will also lead the reservations side of a new property management system rollout and build our guest conversation tracking and reporting from scratch.
You will not be doing it alone. Our Director of Guest Services is your go to partner, sharing team management, handling escalated guests, and putting out day to day fires so you can focus on coaching, quality, and better systems.
Expect to be on site five days a week and, at least initially, spend more than half your time in the queue alongside your team taking guest calls. That shifts as you build supervisor support and raise team capability.
Lead, develop, and hold accountable a team of 20+ reservations agents and front desk staff across four markets (30A, Destin, Panama City Beach and the Forgotten Coast)
Own departmental hiring, onboarding, training, coaching, performance reviews, employee development, and termination decisions
Build and continuously improve the department's training curriculum, quality standards, and new hire ramp-up process
Oversee scheduling, hourly payroll approvals, PTO and schedule changes, staffing coverage, and overtime management
Establish a consistent quality assurance process for monitoring guest conversations, identifying coaching opportunities, and improving service standards
Analyze guest reviews and feedback to identify root causes, recurring reservation issues, and opportunities for operational improvement
Lead reservations workflows and process development throughout the company's property management system transition
Identify and champion opportunities for automation, workflow improvement, and greater operational efficiency
Build guest conversation tracking, departmental reporting, and performance visibility from the ground up
Establish and report on key departmental metrics, including speed to answer, call abandonment, response times, booking conversion, guest satisfaction, new hire ramp time, and team performance
Partner with business leadership to translate departmental data into coaching priorities, staffing decisions, and operational improvements
Serve as the primary reservations liaison with housekeeping, maintenance, owner services, revenue management, and other operational teams
5+ years of experience in reservations, guest services, hospitality operations, or a related customer-facing environment, including at least 3 years in a people leadership role
Proven experience leading, coaching, and holding accountable a team of 15+ employees in a fast-paced service environment
Demonstrated ability to develop employees through structured onboarding, training, coaching, performance feedback, and accountability
Experience using KPIs, reporting, and performance data to identify trends, coach employees, and improve departmental results
Strong operational judgment with the ability to balance exceptional guest service, company policies, and sound business decisions
Experience handling escalated guest situations and coaching others to confidently resolve challenging conversations
Strong organizational and process management skills
Comfortable learning and working within reservation systems, property management software, CRM platforms, and other operational technology
Experience collaborating cross-functionally with departments such as housekeeping, maintenance, revenue management, owner services, or comparable operational teams
Ability and willingness to work on-site five days per week and initially spend significant time working alongside the reservations team, including handling guest calls
Built training or QA programs from scratch
Homeowner communication experience, including owner referrals and owner stay changes
What’s Great About Working with Us
Stable, locally owned company with strong community roots and family operated
Manage one of the largest vacation rental portfolios in the area (900+ homes)
Competitive pay with growth opportunities & performance raises
Full Benefits: Health with HSA, dental, disability, life and vision insurance
Retirement account with generous ~4% company match
Workplace perks such as recreation activities, food and coffee, and flexible work schedules
A genuinely fun and supportive team that is constantly improving while celebrating the wins