Director of Guest Services

Description

Job Overview:

As the leader of the Guest Services team, the Guest Services Director plays a pivotal role in ensuring an exceptional guest experience and satisfaction. The Guest Services Director oversees the daily operations of the front desk & on-site managers providing guidance, support, and leadership. This position requires a proactive approach to guest concerns, team development, and process improvement to maintain the company's high standards of service.

Requirements

Job Responsibilities:

• Lead and guide the front desk and on-site manager team.
• Serve as the central information hub for information and support related to guest services.
• Handle reservations, dispatch, on-call services, and escalated guest concerns ensuring prompt and effective resolutions.
• Collaborate with other departments to ensure seamless guest support and resolution.
• Manage incoming guest complaints, coordinate and handle resolution efforts, and handle guest compensation.
• Oversee phone & texting systems, maintain call quality standards, and provide training to enhance customer service skills.
• Provide backup support for complex calls or escalated issues during after-hours.
• Ensure compliance with Rental Management Agreements and special arrangements with property owners.

Qualifications:

• High School Diploma or GED.
• Minimum of 3 years of customer service experience.
• Minimum of 2 years of leadership or supervisory experience.
• Availability to work nights, weekends, and holidays.
• Reliable transportation to and from work.

Schedule:

This is a full-time, in office position located in Destin, FL. This role may require you to work in different office locations from Okaloosa Island to Miramar Beach. Working hours are 9 am to 5 pm. Working days are scheduled based on business needs. Weekend work and after hours on call shifts are required.