Guest Services Manager- Bryant Real Estate

Essential Responsibilities:

• Lead guest services team, providing daily reservation reports and staffing assignments.
• Oversees the entire guest journey from pre-stay to post-stay feedback
• Manage communications across all channels (phone, email, text, and OTA apps).
• Coordinate with housekeeping and maintenance to ensure homes are clean and guest ready.
• Recruit, train, and schedule the guest services team.
• Provide continued training, auditing, scoring, and coaching for the guest services team.
• Ensure all guest services processes are being followed accurately including but not limited to entering reservations, adjusting reservations, cancelling reservations, processing contracts, processing payments, reviewing reservations for fraud, etc.
• Providing exceptional customer service by responding quickly and courteously to guest inquiries and service requests, taking prompt action to resolve escalated problems/ complaints, and documenting situations as they occur. -Ensure seamless arrival and departure of guests
• Maintain a knowledge of all current and future available properties. -Track guest service metrics and provide reports/ data to leadership team on department accountabilities
• Familiarity with the North Carolina Rental Act, the North Carolina Real Estate Manual, and the North Carolina Association of REALTORS Property Management Legal Handbook and to promptly and accurately refer to any of these when required.
• Communicate projects, issues, and concerns to other departments: marketing, finance, maintenance, hospitality etc., keeping them informed at all times.
• Stay up to date on industry trends and new technologies to enhance guest experiences

Minimum Required Skills:

• 2+ years in management
• Excellent communication skills, both verbal and written
• Strong organizational and time management skills
• Exceptional problem-solving abilities and a high level of empathy
• Positive attitude and willingness to assist others
• Ability to work weekends and holidays to support business needs
• 3-5 years of experience in property management, customer service, or a related field, with a preference for experience in vacation rentals

Desired Skills:

• Active North Carolina Brokers License
• 1+ years of experience as a Guest Services Manager strongly desired

Physically you can anticipate to:

• Express or exchange ideas by means of the spoken word via email and verbally
• Exert up to 50 pounds of force occasionally, use your arms and legs, and sit most of the time Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation
• Not subject to external environmental conditions
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

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