Guest Relations Manager

Job Overview:

Stay Montana is seeking a dynamic individual to join our team. Our Guest Relations Manager position is a full-time position in one of the fastest growing vacation rental companies in Montana. Our Guest Relations Managers serves as the main contact point for guests from initial inquiry to departure. This position is critical in ensuring our guests have a 5-star experience. If you enjoy serving people and want to be part of a team that puts "service first", then this is the right position for you!

Job Responsibilities:

• Serve as guest point of contact from time of initial inquiry to departure, collaborating with counterparts and the local operations teams.
• Be knowledgeable of local attractions, events, shops, restaurants, and vendors, so you can make recommendations to our guests.
• Learn and understand the mountain resorts and year-round activities that draw people to this beautiful destination so you can provide local expertise for our guests.
• Learn the properties and their specific features and attributes to accurately answer questions during the booking process.
• Ensure timely and accurate responses to guests via email, text, OTA app, and phone; inquiring about bookings to confirm the reservation and help the team achieve their monthly booking goal.
• Engage with guests over the phone when reservation calls come in to help find the best home for each potential guest and start connecting with them to create a 5-star experience.
• Offer guests concierge services to help them plan an amazing vacation while also cross training in our other markets to provide exceptional guest service across the company.
• Reach out via phone to prospective guests that have inquired about potential stays but have not yet booked in order to convert the booking.
• Contribute to receiving positive guest reviews by providing excellent guest service. Solicit reviews, respond to positive reviews, collaborate with the GM to respond to negative reviews, and try to recover the situation.
• Receive calls from in-house guests and if an issue arises, handle them in a calm, professional manner to achieve resolution and guest satisfaction.
• Receive maintenance requests from in-house guests, create work orders and notify operations managers so any issues can be resolved quickly. Maintain communication with guests until a resolution has been achieved.
• Align with the General Manager and Operations Managers regarding maintenance and cleaning issues/schedules that impact the guest experience. Proactively communicate with respective parties and follow-up on closure of actions so guests are properly notified.
• Coordinate and communicate arrival and departure times, mid-stay cleans, pet stays, and VIP guest arrivals.
• Ensure all vacation rental agreements are signed, guest emails are captured properly, and payments are made on time.
• Maintain a positive, productive relationship with guests, owners, and colleagues.
• Serve as point of contact for any guests, vendors or owners that walk in.
• Maintain office cleanliness, organization, and par level of office supplies.
• Accomplish organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Ensure compliance of all federal and state laws pertaining to housing and property management i.e., Fair Housing Act, Board of Realty Regulation and Montana Landlord and Tenant Act.
• Assist with other projects and duties as necessary.

Desired Qualities:

• Ability to create strong relationships with guests.
• Team Player with a passion for service.
• Strong desire to learn and grow with our team.
• Strong customer service skills and a positive attitude.
• Attention to detail.
• Time management skills.
• Ability to handle challenging situation and conversations with professionalism.
• Ability to problem solve and find solutions.
• Ability to work independently and efficiently.

Qualifications:

• Proven customer service experience.
• Experience with Microsoft Office and associated applications.
• Ability to effectively communicate in the English language.
• Reliable transportation to and from work.
• Availability to work evenings, weekends, and holidays.

Employment Type:

• This is a full-time, in office position.
• Working days are Sunday through Saturday with scheduled shifts based on business needs.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged periods of standing and moving throughout the office as required.

Compensation and Benefits:

• Starting pay is based on previous experience.
• Paid Time Off
• Health Insurance
• Voluntary benefits such as short-term disability, long-term disability, supplemental life insurance, and more!
• $50,000 of company paid life insurance.
• 401k
• Career Advancement Opportunities

Stay Montana is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Stay Montana makes hiring decisions based solely on qualifications, merit, and business needs at the time.