Guest Services Manager

COMPANY OVERVIEW:

Beachside Vacation Rentals is a locally owned and operated vacation rental management company headquartered in downtown Cocoa Beach, Florida. Our properties are conveniently located near Cocoa Beach, Merritt Island, Port Canaveral, and Cape Canaveral.

Aside from offering a top-notch vacation rental experience, we take pride in our commitment to helping our property investors maximize their return on investment. To ensure their investment property is always in mint condition and generates the highest profit, we provide a comprehensive suite of property management services, including marketing, rental management, cleaning, and maintenance.

That’s where you come in.

POSITION SUMMARY:

As our Guest Service Manager , you’ll take on a pivotal leadership role, overseeing the day-to-day guest experience to ensure everything runs smoothly behind the scenes and every guest has a positive, stress-free stay. You’ll manage and collaborate with on-site teams, all while serving as the primary point of contact for guest-related matters.

You’ll lead by example—supporting your team, resolving issues quickly, and keeping communication seamless across departments. You bring a calm, level-headed approach to high-pressure situations and know how to diffuse tense moments with professionalism and empathy. In addition to managing the daily flow, you’ll also have the opportunity to improve how we operate by identifying gaps, developing new processes, and driving continuous improvement across guest services. If you thrive in a fast-paced environment, enjoy guiding others, and take pride in delivering outstanding service, this role could be a great fit. Please note this role is in office, in Merritt Island, Florida.

RESPONSIBILITIES:

• Lead and coach the guest services team to ensure a streamlined and positive guest experience
• Create standard operating procedures for guest services systems, improve existing processes when possible
• Act as the point of contact for escalations form the guest services team
• Process changes to reservation dates, issue refunds, and charge credit cards as necessary.
• Communicate with guests via messages, in person, and over the phone, maintaining a professional and courteous demeanor.
• Address guest issues and complaints calmly and professionally, ensuring resolution to their satisfaction.
• Serve as a point of contact for guests with complex inquiries or complaints, ensuring resolution to their satisfaction.

QUALIFICATIONS:

• 3 years of experience in short term rentals or hospitality
• 1-2 years of leadership experience
• A high school diploma or equivalent and additional education or certification in hospitality management is a plus.
• Must be able to work onsite in Merritt Island, Florida.
• Proficiency in using property management software such as Guesty and Google Suite applications.
• Excellent communication and interpersonal skills, with the ability to handle guest interactions with professionalism and empathy.
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize effectively.

COMPENSATION & BENEFITS:

Salary: $25/ hour

Benefits

• 2 weeks of Paid time off, such as vacation days and sick days.

Schedule: Night Shift 2pm - 10 pm EST. Some weekends required.