Guest Relations Manager

Description

At RealJoy Vacations, we believe every guest interaction is an opportunity to create a lifelong customer, and every employee deserves a leader who invests in their success.

We are looking for a Guest Relations Manager who is passionate about developing people, delivering exceptional guest experiences, and leading with accountability, empathy, and excellence.

This role is perfect for someone who thrives in a fast-paced, high-volume environment, can confidently manage multiple priorities at once, enjoys solving complex problems, and understands that outstanding hospitality starts with building an outstanding team.

Requirements

What You'll Do

• Lead, coach, and develop a high-performing Guest Relations team focused on delivering exceptional service to every guest.
• Champion RealJoy's mission, motto, core values, and non-negotiables by creating a team culture where they are not just understood, but demonstrated in the way we lead, communicate, support one another, and serve our guests.
• Serve as the primary point of leadership for guest escalations, ensuring concerns are handled promptly, professionally, and with a solution-focused approach.
• Manage multiple priorities throughout the day, including guest concerns, team needs, operational challenges, escalations, and time-sensitive situations.
• Oversee daily department operations, including employee scheduling, staffing, call coverage, dispatch coordination, reservations support, and after-hours needs.
• Partner closely with Operations, Reservations, Maintenance, Housekeeping, Owner Relations, Revenue Management, and other departments to provide seamless guest support and effective resolution.
• Manage incoming guest complaints and coordinate resolution efforts while ensuring timely follow-up and communication.
• Make guest compensation decisions within company guidelines while balancing the guest experience with responsible business decisions.
• Monitor phone performance and call quality standards, providing coaching and training to continuously strengthen the team's customer service skills.
• Monitor team performance through quality assurance, coaching, performance metrics, and ongoing feedback while identifying opportunities for improvement.
• Step in and provide hands-on support during high-volume periods, complex guest situations, or escalated calls when needed.
• Provide leadership and backup support for complex guest concerns during evenings, weekends, and after-hours on-call rotations.
• Ensure guest interactions and resolutions remain compliant with Rental Management Agreements, company policies, and property-specific arrangements.
• Assist with the development and implementation of department procedures, training materials, and service standards.
• Support the leadership team during weather events, emergencies, and other operational situations requiring additional coordination and communication.
• Lead by example by maintaining professionalism, remaining calm under pressure, taking ownership, and creating a positive environment where employees feel supported and motivated to succeed.

What We're Looking For

• High School Diploma or GED required.
• Minimum of 5 years of customer service or hospitality experience.
• Minimum of 3 years of management or leadership experience.
• Proven experience coaching, motivating, developing, and holding team members accountable.
• Proven ability to multitask, prioritize, and make sound decisions in a fast-paced, high-volume environment while maintaining a high level of service and attention to detail.
• Strong problem-solving and conflict-resolution skills with the confidence to make decisions in challenging situations.
• Excellent verbal and written communication skills.
• Ability to remain calm, professional, and solution-focused when handling difficult or escalated guest situations.
• Strong organizational and time-management skills with the ability to quickly shift priorities as business needs change.
• A hands-on leadership style and willingness to jump in alongside the team when needed.
• Proficiency with Microsoft Office and the ability to quickly learn new software and technology platforms.
• Availability to work weekends, holidays, and participate in an after-hours on-call rotation based on business needs.
• Reliable transportation to and from work and between RealJoy office locations as needed.

What Success Looks Like

Our Guest Relations Manager is someone who:

• Leads with integrity, empathy, and accountability.
• Takes ownership and doesn't wait for someone else to solve the problem.
• Builds trust through consistent and effective communication.
• Develops people and helps team members reach their full potential.
• Can confidently manage competing priorities without losing sight of the details.
• Remains calm and makes thoughtful decisions when things get busy.
• Balances exceptional guest service with sound business judgment.
• Works collaboratively across departments and understands that great guest experiences require teamwork.
• Sets the example for the attitude, professionalism, and work ethic expected from the team.
• Celebrates successes, coaches through challenges, and holds themselves and others accountable.
• Creates an environment where employees feel valued, supported, and proud to be part of RealJoy.
• Understands that exceptional service isn't just about resolving a problem - it's about how we make people feel throughout the process.

Schedule & Location

This is a full-time, in-office position based in Destin, Florida .

This role may require working from different RealJoy office locations between Okaloosa Island and Miramar Beach based on business and operational needs.

Typical working hours are 9:00 AM - 5:00 PM , with scheduled workdays based on the needs of the department. May be asked to work an evening shift or split shift from time to time to support the team and balance department needs.

Because hospitality doesn't stop at 5:00 PM, this leadership position requires flexibility. Weekend work, holidays, and participation in an after-hours on-call rotation are required.

If you're a strong leader who loves developing people, thrives in a busy environment, takes ownership when challenges arise, and genuinely cares about creating exceptional experiences for both guests and employees, we'd love to hear from you.