Guest Services Manager

COMPANY OVERVIEW:

At Village Realty OBX, we offer an extensive selection of Outer Banks vacation rentals tailored to meet every need and desire. From stunning oceanfront properties and cozy condos to pet-friendly and newly listed rentals, our diverse portfolio ensures you find the perfect home away from home. With over 40 years of experience in providing exceptional hospitality and local knowledge, we guarantee a memorable vacation.

POSITION SUMMARY:

As a Guest Services Manager at Village Realty, you’ll lead a dedicated team focused on creating smooth, memorable experiences for our guests from check-in to checkout. You’ll play a hands-on role in resolving issues, coordinating with internal teams, and ensuring everything runs like clockwork. In high-stress moments, you know how to stay composed, de-escalate tense situations, and turn challenges into positive outcomes.

We're looking for someone who’s proactive, detail-oriented, and genuinely passionate about great service—someone who can lead by example and motivate the team to go above and beyond every day.

RESPONSIBILITIES:

• Supervise and support the Guest Relations team in daily operations.
• Oversee guest arrivals and departures, ensuring a seamless process.
• Address and resolve guest inquiries, concerns, and complaints professionally and efficiently.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction.
• Monitor guest feedback and online reviews, implementing improvements as needed.
• Training Guest Relations team members to uphold company service standards.
• Maintain accurate guest records and manage reservation modifications when necessary.
• Ensure compliance with company policies and procedures.
• Review daily operational performance to ensure optimal service levels, customer satisfaction, quality, staffing, budget adherence, and KPI achievement.
• Resolve credit card chargeback disputes.
• Manage emergency situations or escalated guest issues with professionalism.

QUALIFICATIONS:

• Minimum of 3 years of experience in guest services, customer service, or hospitality management.
• High school diploma or GED equivalency
• Experience with OTAs (Online Travel Agents) preferred.
• NC Real Estate Brokers license not required but is a plus.
• Strong leadership and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to handle difficult situations with tact and professionalism.
• Proficiency in Microsoft Office and reservation management systems.
• Knowledge of vacation rental or hospitality industry best practices is a plus.
• Ability to perform the physical labor necessary.
• Ability to work flexible hours, including weekends and holidays as needed.

COMPENSATION & BENEFITS:

Annual Salary: $60,000 - $75,000

Benefits

• Paid time off
• Life insurance
• Health insurance
• Dental insurance
• Vision insurance
• Retirement benefits or accounts

Schedule

Varies based on business needs