REMOTE POSITION

Guest Services Office Manager that is a vital role to the company and owner. This position is responsible for leading and assisting with the successful completion of daily operations for a short to mid term rental management company. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

CORE WORK ACTIVITIES

Supporting Management

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Understands company and clients’ rentals that can communicate, lead staff and guests’
• Handles employee and guests’ questions and concerns.
• Supports all areas of the units and properties as daily operations.
• Interview, select, schedule, coach and support CSR and Cleaners, ensuring they perform in accordance with established brand or company standards and consistent with The Realest Realty core values.
• Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
• Other duties assigned by Owner and Sales Assistant

Supporting Progress Toward Guest Services and Front Desk Goals

• Supports day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Participates in department meetings and continually communicates a clear and consistent message regarding the company goals to produce desired results.
• Strives to improve service performance.
• Coordinates and direct contact for all cleaners in all states and regions of rentals
• Eensure that guest service, operational needs and financial objectives are met.
• Supports training on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supports same day selling procedures to maximize room revenue and property occupancy.
• Ensure room revenue and property occupancy through pricing, communication, planning
• Understands the impact of operations on the overall property financial goals and objectives.
• Oversee all vendor, personnel contracts and short to mid term bookings
• Send SWAG bags to Influencers to reach for promotion
• Send quarterly marketing materials for guest retention

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Sets a positive example for guest relations.
• Encourages cleaning staff to provide excellent customer service within guidelines.
• Handles guest problems and complaints seeking assistance from supervisor as necessary.
• Interacts with guests to obtain feedback on product quality and service levels.

Supporting Projects and Policies

• Supports implementation of customer recognition/service programs, communicating and ensuring the process.
• Assists in the review of reviews and guest satisfaction results with employees.
• Ordering supplies and coordinating with cleaners on inventory and cleanings
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to cleaners and staff, including setting performance standards and monitoring performance.
• Provides feedback to individuals based on observation of service behaviors.
• Participates in an ongoing employee recognition program.
• Supports training when appropriate.
• Participates in the employee performance appraisal process.

Additional Responsibilities

• Provides information to supervisors, co-workers, and contractors by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Understands the functions of the software, platforms and operations.
• Complies with loss prevention policies and procedures.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

People with a criminal record are encouraged to apply

Experience:

• Hotel experience: 1 year (Required)

Work Location: Remote

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