Guest Service Manager

Kokopelli Property Management
616 Don Gaspar
Santa Fe, NM 87505, USA

• Pay or shift range: $42,000 USD to $48,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

This position oversees the Guest Services department, representing VTrips brand and vision, taking ownership of the customer experience from start to end, communicating with customers via calls, texts, and emails, delivering a positive experience with every touch point, request, and action. The Guest Services Manager is responsible for both sales and support functions throughout the guests purchase and stay cycle. With the objectives to maximize revenue in each property and provide exceptional support, they lead the team in building lasting relationships, growing Southern’s base of loyal clientele and strengthening Vtrips reputation in the marketplace.

• Supervise and develop personnel according to VTrips policies and procedures.
• Train staff (new employees and on‑going opportunities).
• Create and maintain Standard Operating Procedures in an organized, accessible manner.
• Reputation Management: respond timely to guest reviews on all designated platforms to include, but not limited to, Yelp, Google My Business.
• Communicate effectively with guests on escalated concerns and reputation management opportunities.
• Provide oversight for all Channel Partner Bookings; to include working within the “Dashboards” of each Partner Site, Reviews, and Industry trends.
• Monitor and adjust KPIs to achieve goals of department.
• Manage sales objectives, reporting and responding to market conditions.
• Responsible for all aspects of Guest Experience; systems, and reports used by all Guest Services.
• Ensure Vtrips Guest experience (One Call/One Resolution) for:
  Refunds, Moves, Payments, Work Orders, others are efficient and audited.
• Oversee that all reservations are paid in full, and all documentation completed prior to arrival based on the Guarantee Policy.
• Responsible for delegating and ultimately completing projects to include GOP properties, Moves and Owner Bookings.
• Assist with CSA Claims and ensure CSA refusals are being completed.
• Process Guest Damages;
  Reporting, Documentation and charging guest.
• Assist with Payroll and Timekeeping systems as needed.
• Oversight to all COMP/Certificate Stays as required.
• Serve as “Back‑up” and assist with guest calls/text/chats/emails/GOP’s/move.
• Learn and ensure compliance with all company, local, state, and federal safety rules.
• Be aware of the company’s emergency preparedness plan and responsibilities. This includes being available for implementation and assistance if necessary.
• Being available 24/7 for customer support if such issue should arise (must be available by phone call or text message after hours).
• Perform other duties as assigned.

• Education:
  
  High school diploma or GED required, Bachelor’s degree in Hospitality Management, Business Administration, Business Management, or related field preferred.
• Minimum Experience:
  
  Three (3) years’ experience in supervisory or leadership role, Call Center Environment, Vacation Rentals, or related area.

• Software skills, including use of Microsoft Office software, Paylocity, Track, Kaba and other web‑based applications needed for position.
• Excellent verbal and written communications skills necessary to communicate with potential and existing guests, team members and management, ensuring VTrips vision.
• Leadership and decision‑making skills along with excellent time management and organization skills.
• Strong analytical and problem‑solving skills.
• Learn about and become an expert in all properties and locations to provide caller with a thorough understanding of what Southern has to offer.
• Update job knowledge by studying product descriptions and participating in educational opportunities.

• Ability to work any shift and available 24/7:
  Weekends/Weekdays/Holidays and be the Call Center MOD (as scheduled by Director).