Guest Relations Manager

Company Overview

Liquid Life Vacation Rentals is a premier vacation rental and property management company, handling over 500 properties across Orange Beach, Gulf Shores & Perdido Key areas.

Our legacy of top-tier service started in 2012, and ever since, we've been committed to giving our guests the Gulf Coast's most luxurious and premium vacation rentals. We take pride in our close-knit and friendly team, where everyone supports each other's growth and improvement. At Liquid Life, we view every property owner as a valuable partner and every guest as a new member of our growing family.

Read on to learn how you can dive into a refreshing work culture that values professional growth and a healthy work-life balance.

Position Summary

Liquid Life is seeking a dynamic Guest Relations Manager to lead our guest services team in Orange Beach, AL. This role is perfect for a natural motivator who thrives on building high-performing teams and creating exceptional guest experiences. You'll take ownership of our guest relations department, driving results through coaching, accountability, and strategic problem-solving. As a key leader, you'll influence both team development and operational excellence while serving as the ultimate advocate for guest satisfaction. If you're energized by leading people, resolving challenges with creativity and confidence, and making a measurable impact on both guests and team members, this is your opportunity to shine.

The Guest Relations Manager oversees a team responsible for both Reservations and Guest Services. This team assists guests with booking future stays, modifying existing reservations, and resolving concerns during their vacation experience.

The ideal candidate is a strong operational leader who can balance guest satisfaction, team development, sales performance, and accountability while creating a seamless experience throughout the guest journey.

The Guest Relations Manager will coach and develop team members, manage escalated guest concerns, improve departmental processes, monitor key performance metrics, and ensure service standards are consistently met.

Key Responsibilities

• Lead, coach, and develop Guest Relations Agents across reservations and guest services

• Set clear expectations for service quality, productivity, response times, and guest satisfaction

• Conduct regular performance conversations and provide ongoing feedback

• Support team members with training, accountability, and professional development

• Manage escalated guest concerns and lead service recovery efforts

• Ensure guest issues are fully resolved, properly documented, and communicated to the appropriate teams

• Monitor guest communication, booking activity, productivity, and department performance metrics

• Identify opportunities to improve workflows, SOPs, service standards, and internal processes

• Partner with leadership and other departments to support a seamless guest experience

• Track department trends and provide regular reporting, insights, and recommendations to leadership

• Help create a positive, solutions-focused team culture rooted in accountability and guest care

Required Qualifications

• 3+ years of leadership experience in hospitality, customer service, vacation rentals, property management, call center operations, or a related field

• Proven experience coaching employees, managing performance, and holding teams accountable

• Strong communication, conflict-resolution, and service recovery skills

• Excellent organizational, problem-solving, and decision-making abilities

• Ability to manage multiple priorities in a fast-paced, guest-focused environment

• Comfortable using performance metrics, reporting, or KPIs to guide team results

• Availability to work Saturdays and provide additional support during weekends, holidays, and peak seasons as needed

Preferred Qualifications

• Vacation rental, short-term rental, or property management experience

• Experience leading a reservations, guest services, or hospitality operations team

• Experience improving SOPs, workflows, training materials, or departmental processes

• Familiarity with guest satisfaction metrics, review management, response times, sales conversion, or service quality reporting

Compensation, Benefits, & Schedule

Annual Salary

$50,000 - $60,000

Benefits

• Paid time off such as PTO, sick days, and vacation days

• Health, Dental, and Vision insurance

• Retirement benefits or accounts

• Supportive team culture with opportunities for professional growth

Schedule

• This is a full-time leadership position based in Orange Beach, AL. Saturdays are required, with additional weekend, holiday, or peak-season support as needed.

If you are a guest-focused leader who enjoys developing people, solving problems, and improving the guest experience from booking through departure, we would love to hear from you.