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.

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.

• 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.

• 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.

• 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.

• 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…