Guest Services Manager

New England Vacation Rentals is a local vacation rental company with over 25 years of experience with short term rental homes from Eastham to the bridges. We currently represent over 250 homes through our Chatham and Sandwich offices. We are seeking a dedicated and detail-oriented individual to join our team as an Client Services Manager. As a Client Services Manager, you will play a key role in ensuring the smooth operations of our vacation rental business, providing essential support to both guests and owners. This position is based at our East Sandwich office.

Benefits:

• In addition to traditional benefits like medical, dental and 401k, NEVR offers the following employee perks:
• Two weeks PTO - plus - 5 floating holidays and 3 scheduled holidays.
• A two-week Holiday shut down at the end of the year with a limited rotating schedule
• A $500 travel allowance annually if you book a vacation with one of our sister companies
• A hybrid in office/remote work week in the off season as business needs allow

Responsibilities:

• Guest Relations: Build positive relationships with guests, assisting them with reservations, inquiries, and providing information about our vacation rental properties. Ensure a delightful experience for our guests from booking to check-out.
• Owner Relations: Act as a liaison between property owners and the company. Address owner inquiries, provide updates on property performance, and coordinate necessary communications to maintain strong relationships.
• Guest Issues: Manage and resolve escalated guest concerns related to rental home issues during a stay ensuring a positive outcome for all involved.
• Solving Home Issues: Manage and resolve issues related to vacation rental properties, coordinating with maintenance teams and ensuring timely resolution of any concerns raised by guests or owners.
• Point of Contact for Cleaners and Linen Rental Company: Coordinate with cleaning staff and linen rental companies to ensure proper scheduling and fulfillment of services.
• Learning Reservation Software: Familiarize yourself with our reservation software and stay up-to-date with any system updates. Effectively use the software to manage bookings, update property information, and generate reports.
• Processing Work Orders: Receive and process work orders from guests or owners, ensuring that maintenance requests are addressed promptly and efficiently. Coordinate with maintenance staff to schedule repairs and ensure the quality of work.
• Specialty Projects as assigned

Coordination of Home Inspectors: Organize and coordinate home inspections for spring walk-throughs and turnovers related to guest arrivals and departures.

Emergency Services Coverage: Be available for emergency services coverage on a rotating basis, ensuring that urgent matters are attended to promptly.

Qualifications:

• Previous experience in administrative or customer service roles is preferred. Property management or vacation rental experience is a plus.
• Effective communicator with strong writing skills.
• Self-motivated and self-sufficient, while willing to seek guidance and direction as needed.
• Manages conflict or uncomfortable situations in a professional manner.
• Flexibility in a fast-changing environment; ability to jump from task to task with minimal adjustment.
• Excellent organizational abilities and attention to detail.
• Proficient in using office software and comfortable learning new reservation software.
• Ability to multitask and prioritize tasks effectively.
• Problem-solving skills and the ability to handle challenging situations with poise.

This position has a 40-hour work week with a weekday and Sundays off. Candidates must have availability to work Saturdays and a rotating on-call schedule “in-season”. Benefits include: Competitive compensation package, medical/dental benefits, 401k plan with company match.

How to Apply:

If you are a proactive and organized individual looking to contribute to the success of a dynamic vacation rental company, we invite you to apply. Please submit your resume and a cover letter outlining your relevant experience to kells@newenglandvacationrentals.com.

New England Vacation Rentals is an equal opportunity employer. We encourage candidates from all backgrounds to apply.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work setting:

• In-person

Work Location: In person