Reservation and Guest Services Supervisor

Company Overview

Beachwalk Properties is a vacation rental management firm in South Haven, Michigan, offering an exciting opportunity for individuals who want to grow with a company rooted in hospitality, service, and community. Team members have the chance to be part of a fast-paced, people-focused environment where every role contributes directly to creating memorable guest experiences and supporting property owners.

One of the strongest reasons to join Beachwalk Properties is the opportunity for growth within the company. As the business continues to expand, employees can develop new skills, take on additional responsibilities, and build long-term careers in areas such as guest services, operations, property care, maintenance, housekeeping coordination, marketing, and management. Beachwalk Properties values team members who are motivated, dependable, and eager to learn, making it a great place for someone looking to advance professionally.

Working with Beachwalk Properties also means being part of the thriving South Haven vacation rental industry, helping visitors enjoy one of Michigan’s most desirable lakeshore destinations. For someone who enjoys teamwork, problem-solving, hospitality, and the satisfaction of seeing their work make a real impact, Beachwalk Properties offers a rewarding place to work with meaningful opportunities for advancement.

Position Summary

Beachwalk Properties is seeking a Reservation and Guest Services Supervisor to lead our reservation team and deliver exceptional guest experiences from first contact through booking confirmation. This role requires a hands-on leader who thrives in a fast-paced environment, takes ownership of both team performance and guest satisfaction, and drives results through decisive action and clear communication. You'll oversee daily reservation operations, coach and develop Reservation Specialists, and serve as the key point of contact for complex booking situations and escalated guest concerns. The ideal candidate is confident in making decisions, comfortable managing competing priorities, and energized by the challenge of maximizing bookings while maintaining high service standards in a dynamic vacation rental environment.

Key Responsibilities

Reservation Management

• Oversee daily reservation activity, including guest inquiries, booking requests, modifications, cancellations, and special requests.

• Ensure reservation details are accurate in the property management system, including dates, fees, guest information, payment status, and communication notes.

• Monitor reservation pipelines and follow up on leads to maximize conversion.

• Support rate, availability, and booking-rule accuracy in coordination with the Revenue Manager.

• Help resolve escalated guest booking issues, payment concerns, and reservation disputes.

Team Supervision

• Supervise, train, coach, and support Reservation Specialists.

• Assign daily work, monitor response times, and ensure coverage during peak inquiry periods.

• Establish and maintain service standards for phone, email, text, and platform-based guest communication.

• Review team performance metrics, including inquiry response time, booking conversion, guest satisfaction, and accuracy.

• Provide feedback and identify training needs for reservation team members.

Guest Experience

• Ensure all guest-facing reservation communication is professional, timely, accurate, and aligned with company standards.

• Assist guests in selecting appropriate properties based on needs, budget, dates, and expectations.

• Coordinate with Operations, Home Services, and Success teams to ensure guest needs are communicated before arrival.

• Serve as an escalation point for complex guest concerns before, during, or after the booking process.

Cross-Functional Coordination

• Work closely with the Revenue Manager on pricing, minimum stays, discounts, occupancy trends, and booking strategy.

• Coordinate with the Operations Manager and Operations Support on property readiness, availability concerns, maintenance blocks, and guest-impacting issues.

• Communicate owner- or guest-related matters to the Success Manager or Success Assistant as appropriate.

• Support marketing and business development efforts by identifying guest trends, common objections, and booking opportunities.

Reporting and Process Improvement

• Track and report reservation activity, conversion trends, lost booking reasons, cancellation trends, and guest inquiry volume.

• Recommend improvements to reservation workflows, templates, scripts, policies, and system usage.

• Ensure compliance with company policies, rental agreements, platform rules, payment procedures, and cancellation policies.

• Assist leadership with forecasting staffing needs during peak seasons and high-volume booking periods.

Required Qualifications

• 2+ years minimum prior experience in vacation rentals, hospitality, property management, reservations, or guest services.

• Previous supervisory or team lead experience preferred.

• Strong written and verbal communication skills.

• Ability to handle high-volume guest inquiries with professionalism and urgency.

• Familiarity with property management systems, booking platforms, CRM tools, or channel managers preferred.

• Strong attention to detail, especially with dates, rates, guest information, and payment requirements.

• Ability to collaborate across operations, revenue management, owner services, and guest support teams.

• Calm, solutions-oriented approach to guest concerns and team challenges.

Compensation, Benefits, & Schedule

Annual Salary

• $45,000 - $60,000 per year

Bonus

• Percentage annual sales target achievement

Benefits

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

Schedule

• Flexible and varying