What are the responsibilities and job description for the Guest Services Manager position at Garden City Realty?
Garden City Realty, Inc.
Garden City Services, Inc.
Job Description
Job Description
Position Guest Services Manager
Mission & Core Values:
OUR MISSION
To provide hospitality and service that makes the Grand Strand home
CORE VALUES
We will make bold moves.
We will have a bias to action.
We will pursue excellence in the ordinary.
We will develop an ownership mentality.
We will focus first on what matters most.
We will focus first on what matters most.
Objective:
This is a multifaceted position that requires a high level of discernment and problem-solving skills with the ability to quickly adapt to changing needs. Effective verbal and written communication are vital to lead internally and outside the Guest Services Department with a focus on providing excellent customer service. The Guest Services Manager is responsible for staff development through strategic hiring and consistent coaching on best practices to elevate the team to achieve goals and support our mission.
This is a multifaceted position that requires a high level of discernment and problem-solving skills with the ability to quickly adapt to changing needs. Effective verbal and written communication are vital to lead internally and outside the Guest Services Department with a focus on providing excellent customer service. The Guest Services Manager is responsible for staff development through strategic hiring and consistent coaching on best practices to elevate the team to achieve goals and support our mission.
Responsibilities & Duties:
Please note this is not a comprehensive list of all responsibilities and functions - but is intended to give specific examples of the scope of work. Work assignments may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Be knowledgeable in all company policies and procedures and proficient in training and coaching for team development. Be mindful of procedures of supporting departments (Owner Services, Marketing, Operations, Housekeeping, Maintenance, and Laundry) when making decisions that may have impacts outside your department.
- Commitment to provide excellence in customer service, representing the “Garden City Realty Difference” with a bias to action and genuine care. Must possess the ability to effectively assess, diffuse, resolve, and provide adequate follow up in all scenarios of guest dissatisfaction.
- Ability to identify areas where improvements can be made in current procedures and processes and implement new procedures or processes to make improvements in overall client satisfaction.
- Must be proficient in all operating systems and processes and be capable of directing and developing the use of these systems through educating other employees.
- Work in collaboration with department managers and directors to positively impact the guest and owner experience in all situations. Contribute to weekly managers meetings by providing insight to department needs, challenges and initiatives.
- Provide thorough training to new employees and continual coaching and development of skills in all aspects of the front desk operation, reservation and travel insurance sales, customer service, communication and conflict resolution.
- Create monthly team and individual sales goals, promote and celebrate achievement of goals and process monthly bonuses.
- Manage team’s bi-weekly time cards and submit to payroll. Create department schedule monthly and account for time off requests, use of PTO.
- Assist Accounting by balancing reservations weekly, processing cancellations, provide support with travel insurance claims, and reporting inconsistencies prior to close of each month. Maintain petty cash drawer and cash reimbursement records.
- Maintain regular Phone Call Quality monitoring and review of reservationist email correspondence to achieve communication standards.
- Lead bi-weekly department meetings on a variety of topics to highlight opportunities for growth and prepare the team for seasonal changes.
- Maintain guest contracts, physical and electronic. Review for compliance of policy set forth, particularly meeting occupancy standards and pet restrictions. Evaluate contracts annually for necessary changes.
- Oversee procedures for check in/check out and process relocations when necessary. Manage records for onboarding/offboarding properties to the rental program.
- Preserve a working knowledge of 400 properties on program, tour regularly and encourage the team to do the same. Promote knowledge of local beaches, events, and area attractions to engage with guests and promote the area as a vacation destination.
- Continually educate themselves with leadership or vacation rental management information.
- Be available outside of normal working hours to assist staff or management with issues that arise.
Preferred Qualifications & Competencies:
- Attitude & Initiative… It is essential to present a friendly, helpful and ‘can-do’ attitude to everyone: teammates, owners, guests, visitors, vendors, real estate agents, etc. The ideal candidate shows initiative and acumen to make decisions and creativity to provide solutions.
- Excellent Communication & Diplomatic Skills… The ability to communicate concisely, effectively and professionally. When addressing guest issues, successfully balance our two clients: protect the interest of our homeowners while addressing the concerns of our
guest; building a lasting relationship and loyalty to Garden City Realty.
- Analytical Expertise… Has a great attention to detail and ability to quickly recognize inconsistencies. Capture, complete and delegate reports to analyze existing bookings, produce work free of errors and provide a consistent experience to all guests.
- Software/Computer Knowledge… Proficient in the use of Escapia reservation software for daily, weekly and monthly reservations, property information, correspondence, service orders, reports, etc. Experience comparable to Excel spreadsheets/Google Sheets, Word/Google Docs, Outlook/email, and various supporting software/POS operating systems as well as ability to confidently navigate our website.
- Departmental Knowledge… An overall knowledge of the vital functions performed by the Guest Services and supporting departments (Owner Services, Maintenance, Housekeeping, Marketing and Accounting) is desired.
Education & Experience:
B.A. in a related field and/or two years of related experience and/or training, or equivalent combination of education and experience in a similar customer service/vacation rentals atmosphere, ideally with progressive supervisory and responsibility levels.
B.A. in a related field and/or two years of related experience and/or training, or equivalent combination of education and experience in a similar customer service/vacation rentals atmosphere, ideally with progressive supervisory and responsibility levels.
Garden City Realty / Garden City Services provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Garden City Realty / Garden City Services complies with applicable state and local laws governing nondiscrimination in employment.