Job Details
SUMMARY
Village Realty is a local vacation rental company with business offices in Nags Head, Duck and Corolla. The company is looking for a Guest Service Manager to join their Outer Banks team.
The Guest Service Manager s primary responsibility is to e stablish and maintain attentive, friendly, courteous, and efficient hospitality at the Front Desk. Guest Service Manager monitors, trains, and helps Guest Service Representatives/Front Desk Agents / Vacation Specialists to respond to guests inquiries, requests, complaints and/or accidents presented at the Front Desk or through reservations in an attentive, courteous, efficient, and professional manner.
The ideal candidate would be self-motivated, sales-minded, customer-focused and detail-oriented with a high degree of computer literacy, the willingness to learn new processes, and the ability to merge into a dynamic work environment.
RESPONSIBILITIES
Monitor and assist Guest Service Representatives to complete assigned duties.
Plan and execute strategies to realize future goals, plans, and objectives regarding Guests Services involving agents in development and keeping agents up to date with changes as they occur.
Identify processes and procedures that improve efficiency.
Coach and counsel agents to ensure optimal performance.
Ensure all organizational and compensation changes are reviewed and approved by senior management.
Approve employee time schedules and process payroll.
Ensure sales strategies are executed in a manner that maintains the ethical standards expected of the Village Realty brand.
Maintain a highly motivated work environment though positive interaction with the Reservations Sales and Guest Services staff.
Create, review, and approve all scripts, rebuttals, and procedures for new and existing programs.
Take ownership in the implementation of Employee Engagement Survey (EES) initiatives.
Review operations performance daily to maintain optimal service levels, customer satisfaction, quality, staffing, budget, and KPI/s are consistently met and diagnose emerging trends.
Resolve chargeback (credit card) disputes.
EDUCATION/EXPERIENCE
Active NC Real Estate Broker's license required.
A minimum of two years related experience and/or training in reservation or hospitality industry preferred.
Candidates with a strong customer service background in non-hospitality related field will be considered.
COMMUNICATION SKILLS
Active listening skills are vital to the success of this position.
Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette. Ability to answer caller s questions and successfully resolve issues and/or negotiate matters related to their account.
Ability to read, analyze, and interpret general business contracts, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from managers and/or staff.
Must maintain clear and concise documentation and positive approach to conflict resolution.
Must demonstrate willingness to continually learn new processes, and the ability to merge into a dynamic work environment.
COMPUTER and MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Must possess thorough knowledge of MS Windows and MS Office (Word, Excel, Outlook, Chrome, etc.). Ability to type quickly and correctly.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables while balancing the desires of the guests and our fiduciary responsibility to the owner. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. As mentioned previously, active listening skills are the foundation and a must.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to stand, walk, sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
Non-remote job position. Office located in Outer Banks, NC. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate and can vary day to day or based on office location.