Job Description

Responsibilities:

• Train, coach, and supervise all Guest Services Agents
• Assign daily duties and schedules, ensuring optimal staffing
• Provide ongoing coaching and performance feedback through scheduled 1:1s and team meetings
• Manage reservations performance as a team and individually by utilizing Track Pulse, a lead management program that tracks performance integrating with Ring Central, OIA’s phone system.
• Oversee Track Pulse incentive bonus program
• Oversee Guest Web and ensure payments are made and contracts are signed.
• Oversee all reservation activities in Track
• Ensure that reservations booked have correct reservation type and commission rates.
• Assists with answering phones and booking reservations.
• Manage guest complaints with professionalism to find a reasonable solution for their issue/complaint
• Assists with upset guests to find a reasonable solution.
• Monitor and respond to voicemails, emails, leads, and online travel agent platforms in a timely manner
• Coordinate with other departments (housekeeping, maintenance, laundry, etc.) on guest-reported issues
• Utilize reporting tools to track revenue, booking volume, cancellations, and call metrics
• Train new employees with all software systems including reservation software, email, websites, guest live chat, phone system, keyless entry and property readiness systems.
• Oversee the travel insurance incentive program
• 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
• 3+ years’ experience managing staff in excess of 5 people.
• Highly organized and self-motivated.
• Strong leadership and team-building skills
• Excellent written and verbal communication
• Customer focused mindset with a commitment to the guests
• Proficiency with Track, Breezeway, Pulse, and related hospitality software
• Proficiency with Microsoft products including Windows, Excel, Word, and Outlook
• Ability to work weekends and holidays to support business needs

Desired Skills & Competencies:

• Vacation rental experience preferred

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email or verbally
• 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
• Not subject to external environmental conditions
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities

#LI-DNI