Guest Services Manager

About Gulf Coast Getaways

Exceptional vacations. Trusted property management. A team that makes it happen.

We are a vacation rental and property management company serving Northwest Florida's beautiful Gulf Coast. We care for vacation homes, create memorable guest experiences, and build lasting partnerships with homeowners through reliable service, thoughtful property care, and a commitment to strong results.

Behind every successful stay is a team that takes pride in these details. From helping guests find their perfect getaway to ensuring homes are ready for arrival, our people bring local knowledge, teamwork, and personal care to everything we do.

We believe great hospitality starts with a great team - one where ideas are welcomed, initiative is valued, and people support one another. Join us and help shape the experiences that keep guests returning and homeowners confident in our care.

Position Summary

Set the stand. Inspire your team. Make every stay count.

As Guest Services Manager, you'll lead the Guest Services and Reservations team in delivering an exceptional experience from the first inquiry through checkout. Through hands-on leadership, coaching, and clear expectations, you'll help your team build guest relationships, turn inquiries into reservations, and handle challenges with confidence and care.

You'll oversee daily department operations, partner with other teams to keep stays running smoothly, and use guest feedback to improve how we work. Whether preparing for a busy arrival day or guiding a team member thought a difficult conversation, you'll bring focus, accountability, and follow-through.

This is an opportunity to develop people, strengthen performance, and create the kind of hospitality that brings guests back.

Responsibilities

• Lead, coach, and develop the Guest Services and Reservations team, providing training, performance feedback, and ongoing support.

• Oversee daily operations, ensuring timely, professional guest communication and efficient reservation management.

• Manage team schedules and staffing coverage based on seasonal demand and operational needs.

• Drive booking conversions and revenue goals through effective sales techniques, coaching, and performance monitoring.

• Oversee reservations, modifications, cancellations, special requests, and guest communications.

• Resolve escalated guest concerns, complaints, and service recovery situations with professionalism and care.

• Collaborate with Property Management, Housekeeping, Maintenance, and other departments to ensure seamless guest experiences.

• Monitor call quality, response times, guest feedback, and team performance to identify opportunities for improvement.

• Develop and maintain departmental procedures, workflows, and service standards to improve efficiency and accountability.

• Ensure compliance with company policies, Rental Management Agreements, and homeowner-specific requirements.

• Provide hands-on support with reservations, dispatch coordination, and after-hours escalations as needed.

• Foster a positive, collaborative team culture focused on exceptional hospitality, accountability, and continuous improvement.

Required Qualifications

• High School Diploma or GED.

• Minimum of 3 years of customer service experience.

• Minimum of 2 years of leadership or supervisory experience.

• Availability to work nights, weekends, and holidays.

• Reliable transportation to and from work.

Preferred Qualifications

• Previous short term rental experience in the hospitality space

• Adaptability to different PMS systems

• AI experience

Compensation & Benefits

Annual Salary

• $55,000 - $65,000 depending on experience

Bonus

• Potential to earn additional bonuses up to $3,000/year

Benefits

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

• Health, Dental and Vision insurance

• Life insurance

• Retirement benefits or accounts

• Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs

• Long term and Short term disability insurance

• Tuition reimbursement

• Gym memberships or discounts

• Wellness programs

• Employee recognition programs