Vacation Rental Guest Experience Manager

COMPANY OVERVIEW:

Coastal Vibe Vacations is a growing property management company that was established in 2015 and manages 145 condos on Okaloosa Island. Our passion is to serve and bring our owners outstanding service and our guests an unforgettable experience. We are a purpose-driven company and our core value is to bring people together to create lasting memories, with a personal touch from our family to yours.

Coastal Vibe Vacations -

BE the VIBE:

Balance - Family 1st while striving for excellence in our work.

Empathy - Put yourself in their Flip Flops.

the

Value Teamwork - Approach problems with a "we over me" mentality.

Initiative - Be proactive and take ownership. “See something, do something”.

Be Passionate - Care about your work and take pride in what you do.

Embrace Growth and Change.

POSITION SUMMARY:

The Guest Experience Manager role is a valuable member of the operations team and will have a direct impact on our Guest Experience. This role is vital to our success and has a direct and significant impact on the satisfaction of our guests and owner stays. This is a fast paced environment and requires attention to detail, excellent written and oral communication skills, multi-tasking, organizational skills, and interpersonal skills for success.

RESPONSIBILITIES (Guest Experience Manager):

• Responsible for receiving, tracking, and resolution of CVV in-House Guest needs/requests.
• Approaches all encounters with guests and team members in an attentive, friendly, courteous, and service-oriented manner.
• Addresses guest concerns and complaints in a timely and professional manner, striving to achieve swift resolution and guest satisfaction.
• Answers in-house guest calls during business hours 4 days a week (not Saturdays). In addition, will cover after hours in-house guest calls on a scheduled rotation with other team members.
• Serves as an Level 3 Inspector on Saturdays covering a shift from 10am - 7pm. Help answer in-house guest calls from 5-7pm on Saturdays.
• Works closely alongside the CVV Operations Manager to coordinate tasks, staff assignments, determine priorities, etc to ensure high level of guest satisfaction, efficiency, and productivity.
• Responds to assigned emails from in-house guests.
• Creates work orders for requested service calls that come in from guests. Helps “tee up” the tasks for the assignee (can they enter if the guest is out, urgency, etc).
• Helps develop Guest Experience programs for repeat guests.
• Addresses light housekeeping, and other guest service needs when you have the bandwidth to do so. Assigns to other team members when assistance is needed.
• Tracks the status of requested service calls and follows up with guests as needed after they are resolved.
• Collaborates with the Operations Manager to monitor open tickets, reassign/schedule as needed, and be sure they get closed out.
• Reviews the team’s feedback collected during Off-Season Projects (such as Preventive Maintenance Program & Property Care Assessments) to determine actions that need to be taken to ensure a great Guest Experience and exceptional care of our owners’ properties.
• Reviews guest feedback and guest reviews weekly, helps develop plans for improvement as needed.

Requirements:

• Must have previous experience in the hospitality industry, preferably in guest relations/experience.
• 40 hours per week (minimum)
• Work Location:
• Work is approximately 70-80% on site and 20-30% remote during the prime season when all properties are occupied
• Work is approximately 90-100% on-site during the off-season
• Working Saturdays is required
• The expectation is that PTO days will not be used on Saturdays during peak season
• Off days will be two set continuous days each week. Schedule to be determined based on team needs.
• Frequently required to stand and walk, climb, balance, bend, stoop, kneel or crawl.
• Exposure to outside weather conditions (heat)
• Must regularly lift and/or move up to 20 pounds, occasionally lift and/or move up to 50 pounds

Job Type: Full-time

Pay: $44,000.00 - $52,000.00 per year

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Weekends as needed

Application Question(s):

• How does your previous skills and position make you a good fit for Coastal Vibe Vacations?
• This job requires weekend availability - are you able to work weekends?
• Do you have experience in short term Vacation Rentals? Specifically in Guest Relations/Experience?

Ability to Relocate:

• Fort Walton Beach, FL 32548: Relocate before starting work (Required)

Work Location: In person