Guest Services Manager

Awayday - Gulf Coast Getaways

Gulf Breeze, FLonsite$45K - $65K/yr

Posted May 28, 2026

Job Description

DESCRIPTION

COMPANY OVERVIEW

We are proud to deliver exceptional coastal experiences along the beautiful Gulf Coast of Northwest Florida. As a locally rooted, family-oriented vacation rental and property management company serving The Gulf Coast, we specialize in caring for high-quality vacation homes and creating memorable stays for guests while building trusted, long-term partnerships with homeowners.

Our team thrives in a supportive, collaborative environment where individual contributions matter and growth is encouraged. With a strong focus on customer service, relationship-building, and operational excellence, we take pride in the impact our work has on both guests and property owners. From breathtaking beach settings to meaningful career opportunities, we offer a workplace where professionalism, teamwork, and hospitality come together every day.

POSITION SUMMARY

We are seeking a driven and service-focused Guest Services Manager to lead our front-line team Gulf Coast Getaways in Gulf Breeze, FL. In this leadership role, you will oversee all guest communications and service operations, serving as the conduit between our guests and the exceptional vacations we deliver. You’ll lead the guest services team and ensure reservations, guest communication, and issue resolution are handled efficiently and professionally.

This role is ideal for a confident, accountable leader who thrives in a fast-paced hospitality environment. The ideal person for this role can make clear decisions and resolve issues quickly while maintaining high service standards. Your leadership will directly shape the guest experience and strengthen our reputation along the Gulf Coast.

RESPONSIBILITIES

Lead and mentor the Guest Services team through hands-on support, structured training, and clear performance management.
Oversee all guest services operations and communications, serving as the central point of coordination and accountability across the organization.
Create staffing schedules to ensure optimal phone and inbox coverage aligned with reservation volume forecasts.
Oversee reservations, dispatch coordination, on-call support, and escalated guest issues, ensuring timely and effective resolution.
Manage guest complaint management, coordinating resolution efforts and approving appropriate compensation in alignment with company standards.
Design and implement streamlined processes that enhance service efficiency and strengthen cross-department collaboration.
Establish, maintain, and update departmental policies and procedures to ensure consistency, compliance, and operational excellence.
Apply consultative sales strategies to convert inquiries into bookings and consistently achieve or exceed sales targets.

QUALIFICATIONS

3 years of customer service experience.
2 years of leadership or supervisory experience.
High School Diploma or GED.
Strong written and verbal communication skills
Availability to work nights, weekends, and holidays.
Valid driver's license and reliable transportation to and from work.

COMPENSATION & BENEFITS

Annual Salary

$45,000 - $65,000

Benefits

Paid time off
Health insurance
Life insurance
Dental insurance
Vision insurance
Retirement benefits or accounts
Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
Long term disability insurance
Short term disability insurance
Tuition reimbursement
Gym memberships or discounts
Wellness programs
Employee recognition programs

Responsibilities

Lead and guide the guest services team offering support, training, and performance management.

Manage all facets of guest services and communications within the company, serving as the central hub for information and support.

Schedule staff to ensure coverage on phones and in shared inboxes depending on volume forecasting.

Handle reservations, dispatch, on-call services, and escalated guest concerns ensuring prompt and effective resolutions.

Collaborate with other departments to ensure seamless guest support and resolution.

Manage incoming guest complaints, coordinate resolution efforts, and handle guest compensation.

Oversee phone systems, maintain call quality standards, and provide training to enhance customer service skills.

Implement streamlined processes to enhance guest service and cross-department communication.

Provide guidance to property managers, maintenance staff, inspectors, and others when needed.

Uphold and promote the company's core values and culture among the guest services team.

Provide backup support for complex calls or escalated issues during after-hours.

Develop, enforce, and update staff and departmental policies and procedures.

Facilitate effective communication and information sharing among team members and other departments.

Ensure compliance with Rental Management Agreements and special arrangements with property owners.

Perform additional duties as needed to support operational requirements.

Handle incoming reservation calls, emails, and online inquiries, providing details on accommodations, rates, and services.

Process reservations accurately, assist with special requests, and offer personalized recommendations.

Manage cancellations, modifications, and no-shows per policy.

Use sales techniques to convert inquiries into bookings and meet sales targets.

Collaborate with other departments to ensure great guest experience, update reservations as needed and resolve any issues with professionalism.

Work with management to address guest concerns