Guest Experience Manager - Better Talent

COMPANY OVERVIEW:

The Cottages on The Key is a luxury vacation rental management company in Siesta Key, Florida. We are dedicated to providing exceptional hospitality and sharing the best experiences in the area with guests from around the world. 

We also offer comprehensive property management services for vacation rental owners. Our personalized "white glove" services are tailored to meet the financial goals and unique qualities of each property, resulting in our success and continued growth. 

At The Cottages on The Key, we prioritize our culture. We foster a supportive and inclusive environment where everyone is valued. Our team is united and collaborative, allowing us to maintain an excellent work-life balance.

POSITION SUMMARY:

Are you passionate in applying the art of Unreasonable Hospitality? As our, Guest Experience Manager, your focus will go deeper than just smooth check-ins and check-outs. Our goal is to create a memorable and unique experience for all guests. Our Guest Experience Managers go the extra mile by personally meeting with guests at their accommodations and providing a wide range of services throughout their stay. They have the freedom to move around and take care of whatever needs to be done, whether it's handling operational tasks, fulfilling guest requests, completing reports, or sharing local highlights. The Guest Experience Experts ensure that every transaction feels like part of the overall experience. 

Regardless of your position, there are key factors essential for success: Foundational in field training, learning and breathing our credo, creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and presenting yourself in a professional manner through your appearance and communication. A Guest Experience Manager should be physically active (standing, sitting, or walking for extended periods) and have a hands-on approach to work (moving, lifting, carrying, pushing, pulling, and placing objects weighing 10 pounds or less without assistance). Excelling in these responsibilities, along with fulfilling other reasonable job duties as needed, is crucial for Guest Experience Managers to consistently deliver outstanding service to both our guests and our business. 

*This position requires weekends and evening work*

RESPONSIBILITIES:

• Obtain arrival times and schedule in person greetings/property tours with incoming guests
• Proactively resolve any guest concerns as soon as they arise with urgency 
• Create budget for and build out tags within our CRM to relate to LTV and assign internal/external codes for recognition programs and guest automatic guest gifts via Sojo 
• Highlight a homes complexities and ensure that QR code is there for full operation (hot tubs, elevators, theatre systems etc.) 
• Oversee the experience team and monitor communications are meeting brand standards 
• Brunch and Bubbly/guest recognition program greeter
• Dream weaver

QUALIFICATIONS:

• Works with a sense of urgency and follow through to identify and solve issues with a smile
• Leadership and or management experience preferred 
• Previous experience in a hospitality, guest services, or concierge services sales role is required.
• Vacation rental industry experience is desired. 
• Familiarity with using property management software such as Streamline is desired. 
• Enjoy speaking with people with excellent interpersonal, written, and verbal skills. 
• Ability to work in an ever-changing environment while maintaining a high standard of service, strong work ethic, and a hospitality mindset. 
• A passion for and in-depth knowledge of the Siesta Key area and a quick learner about our properties and what we offer.

COMPENSATION & BENEFITS:

Annual Salary: $50,000 - $70,000

Bonus Details: Bonus program based on a shared override of in house guests with operations team. Estimated 5K-10K per calendar year

Benefits:

• Paid time off such as PTO, sick days, and vacation days
• Health insurance
• Employee recognition programs
• Workplace perks such as recreation activities, food and coffee, and flexible work schedules