Guest Services Manager

Amelia Island Getaways

Fernandina Beach, FLonsite$0K - $0K/yr

Posted May 28, 2026

Job Description

Position: Full-Time

Location: On-Site, Fernandina Beach, FL

Reports To: Owners (Wesley and Summer Joseph)

Company Overview

Amelia Island Getaways (AIG) is a locally owned vacation rental company built on hospitality, heart, and high standards. Founded by a husband-and-wife team, AIG began with a clear mission: to deliver exceptional guest experiences while helping homeowners maximize the value of their investments. We manage a thoughtfully curated portfolio of properties with hands-on care and a commitment to excellence.

What sets us apart is our personal approach, deep local roots, and proven industry expertise. We know this island, the vacation rental market, and what it takes to create a five-star experience—bringing valuable insight into every interaction. Our team is passionate about maximizing revenue for owners while maintaining the highest standards of quality, cleanliness, and guest satisfaction.

We’re proud to offer a full-service, small-business experience that blends big-picture thinking with day-to-day execution. At AIG, we move quickly, adapt easily, and care deeply. If you love a good challenge, know how to lead with confidence, and want to make a real impact, you’ll feel right at home with us.

Apply to join our team and let's make vacation dreams a reality, one stay at a time.

Position Summary

As the Guest Services Manager, you’ll be the go-to leader for all things related to guest communication and reservations. From the first inquiry to post-stay follow-up, we’ll rely on you to ensure that each point of contact is prompt, professional, and personalized. You’ll coordinate and execute communication regarding property updates, ongoing construction projects affecting our guests, and HOA notices. You’ll also oversee a growing team, manage daily communications, fine-tune reservation processes, and jump in to solve issues before they become problems.

Responsibilities

Lead Guest Communications: Manage guest interactions from inquiry to post-stay, ensuring prompt, professional responses and handling escalations with empathy and efficiency.
Drive Reservation Accuracy & Revenue: Manage booking processes, perform regular audits, and resolve OTA or listing issues to ensure accurate records and optimized revenue.
Enhance Guest Communication & Service Touchpoints: Analyze guest satisfaction trends, monitor reviews, and implement improvements to communication processes and service delivery throughout the reservation and support lifecycle.
Collaborate Across Teams: Work closely with housekeeping, maintenance, and HOAs to resolve issues, manage disruptions, and ensure seamless operations.
Own System Oversight & Audit: Maintain accuracy within the Property Management System (PMS), train team members on updates, ensure consistency across listing platforms, and regularly audit team communications and system records to support accountability and precision.
Maintain SOPs for Guest Services: Develop, document, and update Standard Operating Procedures (SOPs) to ensure clarity, consistency, and continuous improvement across all guest-facing functions.
Lead & Work Alongside the Team: Hire, train, schedule, and coach the Reservations and Guest Experience team—while actively working alongside them to answer phones, handle reservations, and support the front lines as part of daily operations. Develop and deliver training, provide regular feedback and evaluations, and implement strategies to retain top talent
Provide Office & On-the-Ground Support: Assist with onsite guest needs, run errands, organize inventory, coordinate lost and found, and welcome guests and owners in the office with warmth and professionalism.

Required Qualifications

2 years in guest services, reservations, hospitality, or other related fields with proven leadership in a fast-paced, service-driven environment.
Bachelor’s degree in Hospitality, Business, or a related field preferred.
Tech-savvy with experience using multiple software applications at once.
Demonstrated ability to recruit, train, and manage a high-performing service team with a hands-on, "no task is beneath me" mindset.
Confident, clear, and friendly in person, on the phone, and in writing, with the ability to manage guest and team interactions effectively.
Able to juggle multiple priorities with calm efficiency, while maintaining strong attention to detail and follow-through.
Knowledge of Amelia Island preferred or the ability to quickly learn and make personalized recommendations to guests.
Schedule & Mobility: Willing to work weekends and holidays, with reliable transportation and the ability to support occasional on-site needs or errands.
Able to sit for extended periods, multitask in a fast-paced office, and occasionally assist onsite or run errands.

Compensation, Benefits & Schedule

Annual Salary: $55,000 to $70,000 per year based on experience and achievement.

Benefits:

Paid Time Off (PTO): 8 days annually (accrual beginning Day 1), increasing to 10 days after 2 years of employment.
3 Paid Holidays
Opportunity to earn bonuses based on performance and company profitability
Future growth opportunities
Health insurance
401 opportunity available after 1 year of employment

Schedule:

Employment Type: Full-Time (40 hours/week)
Consistent in-office schedule
Typical schedule is Monday–Friday, generally 9 am–5 pm with participation in a rotating Saturday schedule (a weekday off will be provided during those weeks, based on team needs); occasional holiday coverage required.

Responsibilities

Guest Experience Oversight

Supervise all guest communications from inquiry to post-stay follow-up, ensuring prompt, professional, and personalized responses.
Audit communications daily to ensure they meet our friendly service standards and that no messages slip through the cracks.
Clean up from the day by reviewing guest issues and collecting any unhappy guest interactions to evaluate potential discounts or solutions.
Act as an escalation point for complex guest issues, handling them with empathy, efficiency, and a solution-oriented approach.
Optimize each stage of the guest journey by implementing improved processes, tools, and service protocols.
Partner with Housekeeping, Maintenance, and Field Operations to ensure seamless guest experiences.
Work with Maintenance teams and HOAs to monitor construction schedules, identify projects that may impact guests, and coordinate guest relocations or proactive communication as needed.
Monitor guest satisfaction metrics and online reviews; identify trends and lead initiatives to enhance service delivery.
Oversee booking processes to ensure accuracy and maximize revenue.
Maintain accurate reservation, payment, and guest records; perform regular audits.
Support the team with day-to-day guest communication via phone, email, text, and ticketing systems.
Work alongside the reservations team as a reservationist during busy hours.
Maintain up-to-date Standard Operating Procedures (SOPs) for guest services.
Create and maintain processes for sales call follow-ups to drive conversions and maintain guest engagement.
Call vendors and homeowner associations (HOAs) to resolve guest issues professionally and promptly.
Manage operational tasks such as inputting gate passes, verifying signed rental agreements, and confirming that guest payments are complete.

Channel Management & OTA Coordination

Ensure accurate, consistent listings across all booking platforms (Airbnb, Vrbo, Booking.com, direct website).
Handle channel-related issues such as double-bookings or listing errors.

Policy Management

Ensure all reservations follow established cancellation and payment policies.
Update and communicate policy changes clearly to the team and guests.

Payment & Fraud Oversight

Review and approve refunds or discounts.
Monitor for fraudulent bookings and manage chargeback processes.

Owner Communication

Provide owners with reservation updates and guest details as needed.
Coordinate special owner requests or calendar holds.

System Administration

Maintain Property Management System (PMS) accuracy, including rates, availability, and guest data.
Train staff on PMS software updates and new features.

Team Leadership & Development

Recruit, interview, hire, and onboard Reservations and Guest Experience Agents.
Develop and deliver training programs to align team members with service standards.
Set clear performance goals; provide coaching, feedback, and formal evaluations.
Cultivate a positive, accountable, and guest-centric team culture.
Create and manage staff schedules to ensure adequate coverage.
Implement strategies to retain top talent and reduce turnover.

Office & Guest Support

Assist with pre-arrival planning, real-time guest support, and dispatching maintenance and housekeeping requests.
Occasionally support guests onsite, including deliveries, inspections, or property walkthroughs.
Coordinate lost and found items, shipments, inventory organization, and local errands.
Welcome walk-in guests, owners, and partners with professionalism and warmth.

Qualifications

Qualifications:
- Deep knowledge of Amelia Island to provide personalized guest recommendations.
- Bachelor’s degree in Hospitality, Business, or a related field preferred.
- Minimum 3 years’ experience in hospitality, guest services, or reservations, including
  team leadership.
- Proven ability to recruit, train, and lead high-performing service teams.
- Strong communication, problem-solving, and organizational skills.
- Tech-savvy with experience in Property Management Systems (PMS), CRM tools, and
  communication platforms.
- Flexible and willing to work non-traditional hours, including weekends and holidays.
- Reliable local transportation and ability to run errands as needed.
- “No job is beneath me” attitude, with a willingness to jump in wherever needed.
Ideal Candidate:
- Confident, clear communicator in person, on the phone, and in writing.
- Friendly, adaptable, and capable of managing shifting priorities with calm efficiency.
- Highly accountable and motivated to grow with the company.
- Physical, Mental & Environmental Demands
- Sitting: 90%, Walking/Standing: 10%.
- May be required to stoop, bend, stretch, twist, and reach occasionally.
- Must be able to speak and hear clearly.
- Vision requirements include close vision, color vision, peripheral vision, depth perception, and
  focus adjustment.
- Must be able to stay organized, manage multiple tasks, and maintain strong attention.
Includes a 90-day trial period during which performance will be evaluated to ensure a strong mutual fit.

Guest Services Manager

Job Description

Company Overview

Position Summary

Responsibilities

Required Qualifications

Compensation, Benefits & Schedule

Responsibilities

Guest Experience Oversight

Channel Management & OTA Coordination

Policy Management

Payment & Fraud Oversight

Owner Communication

System Administration

Team Leadership & Development

Office & Guest Support

Qualifications

Apply to this position

Job Details