Guest Services Supervisor

Job TitleEssential Responsibilities:Train, coach, and supervise all Guest Services Agents acrossAssign daily duties and schedules, ensuring optimal staffingAct as liaison between shifts, communicating key updates and follow-Provide ongoing coaching and performance feedback through scheduled 1:1s and teamAlways foster a culture of excellent customerOversee all reservation activities in Track, ensuring accurate reservation types and commissionReview and manage guest contracts, process payments, and ensure completion of all bookingUtilize Track and Pulse to monitor team and individualEnsure accurate processing of new, adjusted, or canceledOversee Guest Web for payment collection and signed contractEnsure reservation goals are met, and conversion rates areManage guest complaints with professionalism, finding effective solutions to ensureAnswer phones, assist with high call volumes, and support the team in bookingMonitor and respond to voicemails, emails, leads, and online travel agent platforms in a timelyEnsure all communications are courteous, timely, and informative, with a focus on upselling and guestOversee the creation and follow-through of all work orders inManage the email/text messaging system withinCoordinate with maintenance and housekeeping teams on guest-reported issues and propertyCollaborate with third-party vendors to support property aesthetics andFacilitate new property onboarding and relatedUtilize reporting tools to track revenue, booking volume, cancellations, call metrics, andEnsure accurate and efficient use of software systems including Track, Breezeway, phone systems, guest chat, keyless entry, and property readiness platforms.Serve as a liaison to property owners to optimize property performance and guestCommunicate policy, procedures, and contract details to prospective guests clearly andSupport the guest experience from inquiry through departure, ensuring all needs areManage the department's scheduling and time-offOversee the travel insurance incentiveMaintain thorough knowledge of all active and upcoming rentalHandle additional tasks and responsibilities as assigned by seniorOther duties as assignedAdheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).Other duties asMinimum Required Skills & Competencies:Proven experience in hospitality, guest services, or reservationsStrong leadership and team-buildingExcellent written and verbal communicationProficiency with Track, Breezeway, Pulse, and related hospitality software (or willingness to learn).High attention to detail, organization, and timeCustomer-focused mindset with a commitment to guestAbility to work flexible hours, including weekends and holidays asDesired Skills & Competencies:3 years of Guest Services and/or management experience preferredPhysical Requirements:Express or exchange ideas by means of the spoken word via email andExert up to 50 pounds of force occasionally, use your arms and legs, and sit most of theHave close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.Subject to internal and external environmentalThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilitiesEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.