Job Description

Essential Responsibilities

• Train, coach, and supervise all Guest Services/Reservations Agents
• Assign daily duties and schedules, ensuring optimal staffing
• Provide ongoing coaching and performance feedback through scheduled 1:1s and team meetings
• Always foster a culture of excellent customer service
• Oversee all reservation activities in Track, ensuring accurate reservation types and commission
• Review and manage guest contracts, process payments, and ensure completion of all booking procedures
• Utilize Track and Pulse to monitor team and individual performance
• Ensure accurate processing of new, adjusted, or canceled reservations
• Oversee Guest Web for payment collection and signed contract completion
• Ensure reservation goals are met, and conversion rates are maximized
• Manage guest complaints with professionalism, finding effective solutions to ensure satisfaction
• Answer phones, assist with high call volumes, and support the team in booking reservations
• Monitor and respond to voicemails, emails, leads, and online travel agent platforms in a timely manner
• Ensure all communications are courteous, timely, and informative, with a focus on upselling and guest engagement
• Oversee the creation and follow-through of all work orders in
• Manage the email/text messaging system within Breezeway
• Coordinate with maintenance and housekeeping teams on guest-reported issues and property needs
• Collaborate with third-party vendors to support property aesthetics and functionality
• Facilitate new property onboarding and related logistics
• Utilize reporting tools to track revenue, booking volume, cancellations, call metrics, and more
• Provide daily reservation reports and staffing assignments to management.
• Ensure accurate and efficient use of software systems including Track, Breezeway, phone systems, guest chat, keyless entry, and property readiness platforms.

• Serve as a liaison to property owners to optimize property performance and guest experience
• Communicate policy, procedures, and contract details to prospective guests clearly and accurately
• Support the guest experience from inquiry through departure, ensuring all needs are met
• Manage the department’s scheduling and time-off requests
• Oversee the travel insurance incentive program
• Maintain thorough knowledge of all active and upcoming rental properties
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
• Other duties as assigned

Minimum Required Skills & Competencies:

• Proven experience in hospitality, guest services, or reservations
• Strong leadership and team building
• Excellent written and verbal communication
• Proficiency with Track, Breezeway, Pulse, and related hospitality software (or willingness to learn).
• High attention to detail, organization, and time
• Customer-focused mindset with a commitment to guest
• Ability to work flexible hours, including weekends and holidays as

Desired Skills & Competencies

• Guest Services and/or management experience preferred

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and
• 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.
• Subject to internal and external environmental