Reservations and Guest Services Manager - Better Talent

COMPANY OVERVIEW:

Southern Holiday Homes provides exceptional vacation accommodations for guests seeking to indulge in the sun, sand, and the relaxed beach lifestyle of 30A, Florida. Our love for all things Highway 30A, real estate, and travel, combined with our backgrounds in international real estate finance, sales, and hospitality, have been the perfect mix for bringing exceptional Vacation Rental Property Management services to the market.

We use a process-driven approach to provide our guests and clients with world-class service and results, complete with a full staff of professionals, including a maintenance and cleaning department, property management experts, reservations specialists, and guest experience agents.

We believe a business is only as strong as its people, and Southern Holiday Homes is fortunate to have the best team members. Consider joining us if you're looking for a company where you can grow and progress. As an organization, we strive to have a great culture welcoming all types of talents.

POSITION SUMMARY:

We are seeking a dynamic and experienced Reservation and Guest Services Manager to join our team. The ideal candidate will be responsible for overseeing all aspects of guest services and reservations, ensuring seamless booking processes and exceptional customer experiences from inquiry to check-out.

RESPONSIBILITIES:

• Manage all guest inquiries, reservations, and bookings through various channels including phone, email, and online platforms.
• Respond promptly and professionally to guest inquiries, providing detailed information about properties, amenities, and local attractions.
• Coordinate with property managers and maintenance teams to ensure properties are well-maintained and prepared for guest arrivals.
• Oversee the check-in and check-out process, ensuring guests receive a warm welcome and departure experience.
• Handle guest escalations and concerns effectively, striving to resolve issues promptly and exceed guest expectations.
• Maintain accurate records of reservations, payments, and guest communications using reservation management software.
• Collaborate with the Executive team to develop promotional strategies and packages to drive bookings and revenue.
• Stay informed about local events, attractions, and amenities to provide guests with personalized recommendations and concierge services.
• Manage a team of guest services representatives/reservation agents, providing training, guidance, and support as needed.
• Manage Airbnb and VRBO guest reviews to ensure Super Host status.

QUALIFICATIONS:

• 2+ years experience in guest services, reservations, or hospitality management is required; the vacation rental industry is preferred.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests, property owners, and team members.
• Excellent organizational and time management skills, with the ability to multitask and prioritize tasks in a fast-paced environment.
• Proficiency in reservation management software (e.g., Airbnb, VRBO) is required; Google Workspace is preferred.
• Knowledge of the local area and attractions along 30A in Santa Rosa Beach is preferred.
• Leadership experience with the ability to motivate and manage a team effectively.
• Flexible schedule, including weekends and holidays.

COMPENSATION & BENEFITS:

Annual Salary: Up to $60,000

Bonus: Bonus opportunities based on individual and company performance

Benefits:

• Paid time off such as PTO, sick days, and vacation days
• 401K
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Employee recognition programs
• Workplace perks such as recreation activities, food and coffee, and flexible work schedules