Guest Services Manager

Guest Services ManagerAmelia Island GetawaysFernandina Beach, FLPosition: Full-TimeLocation: On-Site, Fernandina Beach, FLReports To: Owners (Wesley and Summer Joseph)Company OverviewAmelia Island Getaways (AIG) is a locally owned vacation rental company built on hospitality, heart, and high standards. Founded by a husband-and-wife team, AIG began with a clear mission: to deliver exceptional guest experiences while helping homeowners maximize the value of their investments. We manage a thoughtfully curated portfolio of properties with hands-on care and a commitment to excellence.What sets us apart is our personal approach, deep local roots, and proven industry expertise. We know this island, the vacation rental market, and what it takes to create a five-star experience—bringing valuable insight into every interaction. Our team is passionate about maximizing revenue for owners while maintaining the highest standards of quality, cleanliness, and guest satisfaction.We're proud to offer a full-service, small-business experience that blends big-picture thinking with day-to-day execution. At AIG, we move quickly, adapt easily, and care deeply. If you love a good challenge, know how to lead with confidence, and want to make a real impact, you'll feel right at home with us.Apply to join our team and let's make vacation dreams a reality, one stay at a time.Position SummaryAs the Guest Services Manager, you'll be the go-to leader for all things related to guest communication and reservations. From the first inquiry to post-stay follow-up, we'll rely on you to ensure that each point of contact is prompt, professional, and personalized. You'll coordinate and execute communication regarding property updates, ongoing construction projects affecting our guests, and HOA notices. You'll also oversee a growing team, manage daily communications, fine-tune reservation processes, and jump in to solve issues before they become problems.ResponsibilitiesLead Guest Communications: Manage guest interactions from inquiry to post-stay, ensuring prompt, professional responses and handling escalations with empathy and efficiency.Drive Reservation Accuracy & Revenue: Manage booking processes, perform regular audits, and resolve OTA or listing issues to ensure accurate records and optimized revenue.Enhance Guest Communication & Service Touchpoints: Analyze guest satisfaction trends, monitor reviews, and implement improvements to communication processes and service delivery throughout the reservation and support lifecycle.Collaborate Across Teams: Work closely with housekeeping, maintenance, and HOAs to resolve issues, manage disruptions, and ensure seamless operations.Own System Oversight & Audit: Maintain accuracy within the Property Management System (PMS), train team members on updates, ensure consistency across listing platforms, and regularly audit team communications and system records to support accountability and precision.Maintain SOPs for Guest Services: Develop, document, and update Standard Operating Procedures (SOPs) to ensure clarity, consistency, and continuous improvement across all guest-facing functions.Lead & Work Alongside the Team: Hire, train, schedule, and coach the Reservations and Guest Experience team—while actively working alongside them to answer phones, handle reservations, and support the front lines as part of daily operations. Develop and deliver training, provide regular feedback and evaluations, and implement strategies to retain top talentProvide Office & On-the-Ground Support: Assist with onsite guest needs, run errands, organize inventory, coordinate lost and found, and welcome guests and owners in the office with warmth and professionalism.Required Qualifications2 years in guest services, reservations, hospitality, or other related fields with proven leadership in a fast-paced, service-driven environment.Bachelor's degree in Hospitality, Business, or a related field preferred.Tech-savvy with experience using multiple software applications at once.Demonstrated ability to recruit, train, and manage a high-performing service team with a hands-on, "no task is beneath me" mindset.Confident, clear, and friendly in person, on the phone, and in writing, with the ability to manage guest and team interactions effectively.Able to juggle multiple priorities with calm efficiency, while maintaining strong attention to detail and follow-through.Knowledge of Amelia Island preferred or the ability to quickly learn and make personalized recommendations to guests.Schedule & Mobility: Willing to work weekends and holidays, with reliable transportation and the ability to support occasional on-site needs or errands.Able to sit for extended periods, multitask in a fast-paced office, and occasionally assist onsite or run errands.Compensation, Benefits & ScheduleAnnual Salary: $55,000 to $70,000 per year based on experience and achievement.Benefits:Paid Time Off (PTO): 8 days annually (accrual beginning Day 1), increasing to 10 days after 2 years of employment.3 Paid HolidaysOpportunity to earn bonuses based on performance and company profitabilityFuture growth opportunitiesHealth insurance401 opportunity available after 1 year of employmentSchedule:Employment Type: Full-Time (40 hours/week)Consistent in-office scheduleTypical schedule is Monday–Friday, generally 9 am–5 pm with participation in a rotating Saturday schedule (a weekday off will be provided during those weeks, based on team needs); occasional holiday coverage required.