Are you looking for a job that is both challenging and rewarding with a great company based on the Vineyard? We have a Vacation Rental Guest Services Manager Job Opportunity At Point B Realty On Martha’s Vineyard.
You will have the opportunity to work with a team of top-notch vacation rental professionals in our market-leading vacation rental division, while helping shape and grow this key guest service management role. Point B is a boutique real estate and vacation rental company known for its five-star customer service with clients, customers, and guests — and has been named the best real estate company on Martha’s Vineyard for the last nine years in a row.
The Guest Services Manager will be based in our new Vineyard Haven office that is opening later this month.
Vacation Rental Guest Services Manager Job Opportunity At Point B Realty On Martha’s Vineyard – Job Responsibilities
General Duties
– Oversee daily opening and closing of the new Rental Office in Vineyard Haven per established protocols (lights, music, refreshments, etc.)
– Answer phones, greet walk-ins, respond to emails and text messages
– Attend scheduled Rental Team and company meetings, and training
Guest Services
– Review Arrival/Departure forms and create weekly Arrival/Departure Report. Review reports daily and execute action plans
– Coordinate Express Check-In/Check-Out Services with designated team members
– Manage property keys (check-out and return) as well as other key plans for properties
– Greet guests at check-in, provide special recognition to repeat guests
– Using iPad, show guests how to use custom Point B app for all property information guide plus destination guide for all things Martha’s Vineyard (best restaurants, best beaches, what to do, etc)
– Promptly address any guest requests or complaints received by text, phone, or email
– Actively listen to and help resolve guest issues or complaints
Guest Experiences
– Coordinate annual updates of Point B Guest App Destination Guides with Marketing Manager
– Prepare “Weekly Happenings + Experiences” newsletter with Marketing Manager
– Act as liaison with concierge services providers (grocery shopping, etc.), coordinate property access as needed
– Oversee Guest Review Program, analyze reviews
Rental Gifts
– Coordinate rental customer gift program, including procurement of items with Marketing Manager
– Coordinate re-ordering of rental office supplies and gift shop merchandise with Marketing Manager
Direct Rental Bookings
– Become familiar with Point B’s rental home inventory. Tour properties with Rental Team on weekly basis – Handle daily follow up on direct bookings and inquiries, including phone/email follow up, availability confirmations, plus create leases, track signatures, and payments
– Obtain photo ID match for all online bookings paid by credit card. Add a copy of ID to lease file in PDF format
Qualifications
– Proven work experience as a Guest Services/Relations Manager or similar role
– Understanding of vacation rental/hotel management best practices and relevant laws
– Hands-on experience with Property Management/Rental Management platform technologies
– Customer service drive with outstanding communication and active listening skills
– Excellent problem-solving and multitasking skills
– Leadership skills along with the ability to motivate a team into high-performance
– Ability to work flexible hours
– Strong sense of responsibility and a professional presentation
– Visa sponsorship is not available
– Must be legally permitted to work in the United States
– Must have housing and live on Martha’s Vineyard — this is an in-person role
Daily Responsibilities
– Provide a 5-star guest experience BEFORE, DURING, AND AFTER their stay
– Ensure guests are properly greeted upon their arrival
– Monitor daily bookings and ensure all components of the booking process are completed on time and are organized (lease signatures, insurance set up, deposits)
– Oversee check-in and check-out procedures
– Promptly address guests’ requests through our Guest App and/or phone and emails
– Actively listen to and resolve complaints
– Coordinate and manage communication between guests and staff, and follow up to ensure we resolve guest concerns
– Examine daily duties, assign tasks and check on progress
– Analyze guest feedback from online reviews and suggest ways to improve guest reviews and ratings
– Show guests how to use our Guest App to view local attractions, restaurants, shopping
– Report to our Operations Manager
– Collaborate with our Client Relations Manager and Rental Agents
Compensation
– Competitive starting salary with room for increase
– Paid Time Off
– Health Insurance, Dental, and Vision
– 401k plan after six months
– Company profit sharing
To learn more or to send your resume, please email work@pointbrealty.com. We look forward to meeting our newest team member!
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