Hospitality Experience Manager - The Harbor Light

The Harbor Light Guest Experience Manager
Experience Vacation Rentals

Key Roles & Responsibilities:

Guest & Homeowner Interactions/ Services:

• Greet guests and clients both on the phone and in person warmly and professionally, ensuring a positive and welcoming impression.
• Serve as the primary point of contact for guest & homeowner questions at our Harbor Light office.
• Build rapport with guests to offer an excellent and memorable experience.
• Make outbound calls to both past and current guests to generate more reservations.
• Proactively communicate with prospective guests, such as calling each guest one day after arrival to ensure all has been going smoothly.
• Answer inbound phone calls quickly and professionally.
• Maintain excellent relationships with our esteemed guests and homeowners.
• Be client-focused, prioritizing quick replies and exceptional service.
• Please note our guests will have direct entry in each unit, so you will not be required to greet guests for check-in.

Problem Resolution:

• Proactively identify and resolve guest & homeowner concerns or issues promptly and effectively.
• Coordinate with relevant departments (e.g., housekeeping, maintenance) to ensure guest satisfaction.
• Handle difficult situations with professionalism, empathy, and a solutions-oriented approach.
• Ensure any parking issues are handled smoothly.

Operational Excellence:

• Monitor guest preferences and special requests, ensuring they are fulfilled to the highest standards.
• Collaborate with the team to ensure the property is guest-ready, which includes changing the door codes on a weekly basis in our prime season.
• Communicate well with our virtual assistant team and respond to any questions quickly and accurately.

Upselling and Recommendations:

• Offer thoughtful recommendations for upgrades, packages, or local experiences to enhance guest stays.
• Stay knowledgeable about local attractions, dining options, and activities to provide curated suggestions.

Feedback and Improvement:

• Solicit guest feedback and use it to identify opportunities for improvement in service.
• Assist in developing and implementing strategies to elevate the guest and homeowner experience.

Qualifications:

• Preferred Experience: 1-2 years in a guest service, hospitality, or real estate role.
• Proven track record of delivering exceptional customer service.

Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities with a proactive mindset.
• Attention to detail and the ability to multitask in a fast-paced environment.
• Proficiency in property management systems, booking software, and basic office tools (e.g., Microsoft Office, Google Drive, CRM software).

Personal Attributes:

• A guest-centric attitude with a passion for hospitality and creating memorable experiences.
• Adaptability, resilience, and the ability to stay calm under pressure.
• Professional appearance and demeanor.
• Strong desire to learn and grow.

Expectations:

• Show a drive and passion for hospitality and customer service.
• Role-play four times per week with team members to help improve phone skills.
• Be able to work six days per week at our Harbor Light office in North Wildwood.
• Willingness to be trained and take on new responsibilities.
• The ability to work well in teams.
• Present yourself in a professional manner.
• Be able to prioritize and execute the task at hand.
• Show an eagerness and open mind to learn.
• Take full ownership of your actions and responsibilities.
• Hold yourself and team members accountable.

What We Offer:

• Competitive pay: $24 per hour
• Opportunities for growth and development within the company.
• A dynamic and supportive work environment with a focus on excellence.

Hours per Week:

48-51 Hours Per Week In Office

In office at The Harbor Light Wednesday - Monday from May 1st, 2025 to October 6th, 2025

Office Hours 8:45AM - 5:15PM

Job Type: Temporary

Pay: $24.00 per hour

Schedule:

• Day shift

Ability to Commute:

• North Wildwood, NJ 08260 (Required)

Ability to Relocate:

• North Wildwood, NJ 08260: Relocate before starting work (Preferred)

Work Location: In person

Salary : $24