Guest Services Manager - Better Talent

Escape to Blue Ridge

COMPANY OVERVIEW:

With over 350 vacation homes, we are a vacation rental company dedicated to providing guests and owners with the best possible experience during their stay. Beautifully furnished and fully equipped, our cabins feature a stunning mountain backdrop and are managed by some of the best people in the business - wholly dedicated to providing incredible service at every turn. 

Our vision? 

To be the most admired vacation rental company in North Georgia! By focusing on even the smallest details, we set ourselves apart from other vacation rental companies, understanding that little things can make an enormous difference in a guest's experience. We aim always to go above and beyond to satisfy our guest's needs. 

Overall, working at Escape to Blue Ridge is an opportunity to be a part of a dynamic and growing company while enjoying the beautiful surroundings of the Appalachian Mountains. Our company boasts a strong team culture, career opportunities, and a beautiful location, making it an excellent choice for anyone seeking a rewarding and fulfilling career.

POSITION SUMMARY:

Our team is seeking a compassionate and insightful Guest Services Manager to enhance our guest experience. In this role, you’ll be the empathetic ear our guests need, balancing understanding with effective problem-solving. 

You’ll thrive in this position if you have a genuine heart for our guests and excel at listening to their concerns, negotiating fair resolutions, and addressing issues with tact. Your ability to manage sensitive situations with empathy while finding solutions that leave our guests satisfied is essential to our success.

We value a candidate who can tackle challenges with a positive attitude, demonstrate strong problem-solving skills, and contribute to a supportive and effective team environment. If you’re a self-starter with excellent customer service abilities, we’d love to hear from you. Join us, and together we can set new standards for North Georgia’s vacation rental service!

RESPONSIBILITIES:

• Own the guest experience 
• Champion a guest-first philosophy with all EBR team members
• Engage with guests via phone, text and email 
• Follow up daily on after-hours guest concerns 
• Train, mentor, and lead Guest Service Agents to provide continuity in the absence of the Guest Service Manager 
• Develop metrics to track review trends and report to the leadership team monthly 
• Monitor and review all incoming guest feedback from reviews, online sites, and email 
• Create and track action plans to address areas of improvement
• Track and document multiple logs; communication, damages, lost and found
• Reply via email and verbally to guest concerns 
• Act as a key member of the EBR leadership team, participate in the Manager on Duty program and make decisions that benefit guests, team members, and homeowners 

QUALIFICATIONS:

• Experience in Vacation Rentals or Hospitality, with a customer service focus
• Experience with Microsoft and Google products 
• Demonstrated ability to engage with guests to enhance their vacation stay and resolve any issues to their satisfaction. 
• Strong communication skills, both verbal and written 
• Understand the importance of analyzing service feedback and sharing the information in a clear manner with all stakeholders. 
• Strong follow-up and follow-through 
• Ability to hold team members accountable

COMPENSATION & BENEFITS:

Annual Salary: $50,000 to $65,000 based on experience and achievement

Bonus: Up to 20% of salary based on criteria established by the Executive Team

Benefits: 

• Paid time off; sick days and vacation days 
• Health insurance 
• Retirement benefits or accounts 
• Profit Sharing 
• Employee recognition programs 
• Workplace perks such as recreation activities, food and coffee, and flexible work schedules 

Schedule: 

• Ability to work various days and shifts, including weekends.