Director, Guest Relations

COMPANY OVERVIEW : Since 2007, Red Cottage has been the leader in thoughtfully curated home stays across the Northeast. With a focus on curated homes, exceptional service, and brilliant amenities, we offer a portfolio of unique properties that cater to discerning guests seeking extraordinary experiences.From rustic lodges nestled in nature to modernist escapes that define luxury, our homes provide unparalleled access to the best the Catskills, Hudson Valley, Berkshires, Poconos, and beyond have to offer.POSITION SUMMARY : Red Cottage is seeking a passionate Director of Guest Relations to lead a remote team in providing outstanding hospitality and creating unforgettable guest experiences. This role emphasizes building guest loyalty, resolving escalated concerns with empathy, and delivering personalized service that exceeds expectations. The ideal candidate will inspire team collaboration, drive guest satisfaction, and foster continuous improvement, ensuring every guest feels valued. Join us in shaping memorable stays and cultivating lasting relationships with our guests.RESPONSIBILITIES : Leadership and Team Collaboration Support and manage a remote team of Guest Service Agents.Serve as a leader in displaying exceptional hospitality and set a positive example for guest relations.Encourage, train and empower agents to confidently handle guest inquiries and challenges.Observe service behaviors of Guest Service Agents and provide feedback to individuals.Daily Duties Manage day-to-day reservations inquiries, arrivals and departures ensuring guest experience standards are met.Provide personalized attention to Loyalty Members and VIP guests.Personally handle and convert high value and long term reservations.Field all event inquiries gathering necessary details to process requests.Resolve escalated guest complaints with empathy and efficiency, striving to maintain high guest satisfaction.Intervene in guest situations as required to ensure guest satisfaction and promote employee well-being.Ensure accurate records of guest issues, solutions and follow up.Understand and implement emergency and contingency plans as required to ensure guest safety and operational continuity.Provide support and direction to the maintenance coordinator.Manage the Guest Service Agent Schedule according to business demands.Support the company by adhering to departmental accounting processes, ensuring accurate reporting and compliance with financial procedures.Additional Responsibilities Serve as a master user of the Property Management System (PMS), ticketing tools, and communication platforms.Become highly proficient in navigating and managing OTA platforms such as Airbnb, Vrbo, and Marriott Homes & Villas.Assist with interviewing and hiring employee team members with the appropriate skills.Be flexible to work weekends, holidays, and busy periods when needed to support the team's operations.QUALIFICATIONS : Hospitality Experience : Minimum 5 years in hospitality, with a focus on front desk, reservations, or guest relations; short-term rental experience is a strong plus.Leadership Skills : Proven ability to lead and inspire a remote team while delivering exceptional guest service and resolving escalations with empathy.Guest-Centric Approach : Demonstrated success in creating memorable guest experiences and fostering loyalty.Tech Proficiency : Familiarity with property management systems (PMS), ticketing tools, and OTAs like Airbnb and Vrbo.Valid Driver’s License : Required for occasional property visits or related duties. COMPENSATION & BENEFITS : Annual Salary : $70,000 - $80,000 Benefits : Paid time off such as PTO, sick days, and vacation daysHealth insuranceDental insuranceVision insuranceRetirement benefits or accountsSchedule : 40 hours per week, with flexibility to include weekends.#J-18808-Ljbffr

Salary : $70,000 - $80,000