Assistant Guest Service Manager - Better Talent

COMPANY OVERVIEW:

Curated Homes. Exceptional Service. Brilliant Amenities. 

Since 2007, we’ve led thoughtful, well-designed homestays across the Northeast. From rustic lodges to modernist escapes, we’re the best choice for guests who want to experience our breathtaking homes and what the region has to offer. 

Each Red Cottage home in our portfolio is carefully selected to ensure an extraordinary stay where nature and luxury collide seamlessly. Our dedication to service is foundational, reflected in our attention to detail and drive to exceed guest expectations at every turn. 

Joining Red Cottage means joining a passionate team that values precision, quality, and innovation. You'll play a vital role in offering unforgettable getaways supported by a culture that values your input, celebrates achievements, and fosters growth.

POSITION SUMMARY:

As our Assistant Guest Service Manager, you'll be at the heart of our vacation rental operations, ensuring every guest experience is seamless and unforgettable. In this pivotal role, you will ensure smooth day-to-day operations. Working closely alongside the Guest Experience Manager, you will have the opportunity to coordinate and oversee various tasks related to property management, guest services, and administrative functions, contributing to our commitment to exceptional stays for our guests.

We look forward to hearing from you! 

RESPONSIBILITIES:

• Lead the operation in the absence of the broader management team, encompassing reservations, guest support, housekeeping, and customer success during peak business periods. 
• Be a central resource for all operations personnel and the cornerstone of the guest experience. 
• Take charge and act swiftly to resolve guest issues, ensuring seamless operations and exceptional service delivery. 
• Support the Guest Service Team in providing excellent customer service by ensuring timely responses to issues or requests, including emails, calls, texts, and Slack messages. 
• In the absence of the housekeeping manager, oversee housekeeping and routine rental maintenance tasks to ensure all homes are guest-ready. 
• Act as the primary point of contact between the operation and property owners, providing timely and professional communication if needed. 
• Collaborate with third-party vendors, caretakers, groundskeepers, pool companies, maintenance technicians, fuel companies, etc., to support the guest experience.
• Carry out essential administrative duties to support daily operations and assign tasks to team members as necessary. 
• Frequently travel to various properties within the designated area to support operations and Guest Experience initiatives. 
• Act as the backstop for emergency, after-hours, and phone calls during designated periods. 

QUALIFICATIONS:

• 2+ years of property management or hospitality management experience is required; vacation rental industry experience is preferred.
• Strong command of standard office software, including Microsoft Office (Word, Excel, PowerPoint) or Google Suite. Proficiency in basic internet navigation, email correspondence, and familiarity with standard operating systems. 
• Basic hands-on home maintenance experience is a plus. 
• Reliable car and a valid driver’s license. 
• Excellent self-management skills, with the ability to prioritize and deliver work to meet tight deadlines. 
• Fluency in English is required. 
• Must reside in the designated area and be able to work weekends. Our homes are located in Sullivan, Ulster, and Dutchess Counties.

COMPENSATION & BENEFITS:

Annual Wage: $45,000 to $50,000 based on experience and achievement 

Benefits: 

• Health Insurance 
• Dental Insurance 
• Vision Insurance 
• Life insurance 

Schedule: This role requires working weekends and evenings as needed, with mid-week days off. The employee must also be willing and available to work holidays and have overall flexibility to support business needs.