Luxury Guest Services Manager

Every Booking Is the Beginning of Someone’s Most Anticipated Trip of the Year. Before a guest ever walks through the door of one of our homes, they’ve already formed an impression of 30A Luxury Vacations. It happened in the way we responded to their inquiry, the way we helped them find the right property, the way we made them feel like they were in good hands from the very first message. That’s not an accident. That’s this role. At 30A Luxury Vacations, we manage some of the most exceptional vacation properties along Florida’s Emerald Coast. We’re locally owned, deeply rooted in South Walton, and proud of a reputation built one outstanding guest experience at a time. The Guest Services & Reservations Manager is at the center of it all — the person who owns the guest relationship from inquiry to departure and leads the team that makes it happen. If you bring the same commitment to results as you do to relationships — and you believe that exceptional service and exceptional performance are the same thing — this role was built for you. This Role Is Bigger Than “Taking Reservations” The best reservations managers in this industry aren’t order-takers. They’re trusted advisors — consultative, persuasive, and deeply knowledgeable — whose ability to build a trusting dialogue, handle guest doubts, and guide guests toward the right decision determines the success of the entire business. That’s who we’re looking for. Someone who can lead a team to that standard, build systems that support it, and hold the bar high every single day. A Word About the Schedule We’re in the hospitality business. That means we work when other people vacation. Weekends are a regular part of this role, and holidays can be a workday too — because that’s when our guests are booking, arriving, and experiencing everything we’ve promised them. We build the team’s schedule as fairly as we can and make sure there’s protected time to recharge. If you take pride in being the person who shows up when it counts, you’ll feel right at home here. What You’ll Own You’ll lead the guest-facing operation from first inquiry to final departure — managing the reservations function, developing your team, and ensuring every touchpoint reflects the standard our brand is known for. Owning the full reservations function — managing inbound inquiries, bookings, modifications, and cancellations across all channels with speed, accuracy, and warmth; responding within the hour, because hosts who respond within one hour receive significantly more bookings Leading and developing the guest services team — scheduling, coaching, setting performance expectations, and building a culture where every interaction reflects professionalism and genuine care Guiding guests consultatively — understanding their needs, matching them to the right property, and confidently communicating the value of what we offer; this is a sales role as much as a service role Owning the full guest journey from pre‑arrival communication through departure — ensuring every stay feels seamless, personalized, and genuinely memorable Managing OTA platforms — Airbnb, VRBO, and direct channels — monitoring listings, availability, and messaging across all platforms with consistency and precision Monitoring and responding to guest reviews across all platforms — protecting our reputation, identifying coaching opportunities, and turning feedback into continuous improvement Serving as the escalation point for guest concerns — taking ownership of difficult situations, resolving them with empathy and speed, and turning challenges into brand‑building moments Creating and executing VIP and high‑value guest experiences — personalized welcome touches, curated local recommendations, and white‑glove attention to the guests who matter most Leading weekly arrivals meetings to align teams, anticipate needs, and ensure every property and experience is fully prepared ahead of check‑ins Collaborating cross‑functionally with Property Management, Maintenance, and Housekeeping — because the guest experience doesn’t live in one department; it lives in how all of them work together Tracking and reporting on key metrics — response rates, booking conversion, guest satisfaction scores, and review performance — and using that data to drive decisions The Details Behind Every Flawless Stay Think about every interaction a guest has with us — every inquiry, every booking confirmation, every pre‑arrival message, every response to a concern at 10 pm on a Saturday. There are thousands of individual touchpoints across our guest portfolio, and we don’t leave any of them to chance. We use sophisticated systems to track, manage, and improve every step of the guest journey — and as Guest Services & Reservations Manager, you are responsible for the human experience behind it all. Who You Are You’ve worked in hospitality before, and you know the difference between a team that handles guests and a team that wows them. You lead with clarity and empathy, you close with confidence, and you build the kind of team culture where people take pride in their work because you’ve set the example. 3+ years of experience in guest services, reservations management, or hospitality leadership — vacation rental or luxury environment strongly preferred A proven track record of leading and developing a guest‑facing team An instinct for consultative communication — you don’t just answer questions, you guide decisions Deep understanding of OTA platforms (Airbnb, VRBO) and how review scores, response rates, and conversion metrics work A working knowledge of revenue management principles — understanding how pricing, demand, and seasonality drive booking decisions is a meaningful advantage in this role A working knowledge of marketing fundamentals — how listings, reviews, response rates, and OTA algorithms drive visibility and conversion; comfort contributing to promotional messaging, email campaigns, or social content is a bonus Outstanding written and verbal communication skills — your emails, texts, and calls are all on‑brand, every time Strong organizational skills and the ability to manage competing priorities across a fast‑moving operation A calm, solutions‑first approach to guest escalations — you own the problem and fix it Fluency with our full tech stack — we run a modern, fully integrated operation and expect the team to use it well: Reservations & Operations: Escapia, Breezeway Revenue Management: Wheelhouse and/or Beyond Pricing — experience with dynamic pricing platforms strongly preferred Communications: Slack, Microsoft Outlook Project Management: Asana, Airtable Hardware: Apple ecosystem exclusively — iPhone, iPad, MacBook AI Tools: Claude AI and ChatGPT — we actively use AI to communicate better, move faster, and work smarter; teammates who embrace that thrive here Why 30A Luxury Vacations We take care of our people the same way we take care of our guests — with genuine attention and real investment. And we pay well above the market average because we hire well above it. $1,000 signing bonus paid after your first 90 days Competitive salary: $65,000 – $80,000, commensurate with experience — significantly above the Florida industry average for this role Performance bonus tied to guest satisfaction scores, team outcomes, and booking metrics Comprehensive benefits: Medical, dental, and vision insurance Life insurance Retirement account Paid time off (PTO) — covering both sick and vacation time A place worth showing up to: we operate along one of the most beautiful stretches of coastline in the country — the beaches, the restaurants, the community are all here, and we want our team actually to enjoy them We promote from within and reward performance with real outcomes — whether that’s the next pay increase, the next title, or the next opportunity. We want people who are hungry to earn both. Ready to Lead the Guest Experience? If you’re a hospitality professional who leads with purpose, communicates with confidence, and wants to shape the guest relationship at one of the Gulf Coast’s premier vacation rental companies, we’d love to hear from you. Apply today — and let’s talk. 30A Luxury Vacations, Inlet Beach, Florida #J-18808-Ljbffr