Guest Services Supervisor

Essential Responsibilities:

• Train, coach, and supervise all Guest Services Agents across
• Assign daily duties and schedules, ensuring optimal staffing
• Act as liaison between shifts, communicating key updates and follow-
• Provide ongoing coaching and performance feedback through scheduled 1:1s and team
• Always foster a culture of excellent customer
• Oversee all reservation activities in Track, ensuring accurate reservation types and commission
• Review and manage guest contracts, process payments, and ensure completion of all booking
• Utilize Track and Pulse to monitor team and individual
• Ensure accurate processing of new, adjusted, or canceled
• Oversee Guest Web for payment collection and signed contract
• Ensure reservation goals are met, and conversion rates are
• Manage guest complaints with professionalism, finding effective solutions to ensure
• Answer phones, assist with high call volumes, and support the team in booking
• Monitor and respond to voicemails, emails, leads, and online travel agent platforms in a timely
• Ensure all communications are courteous, timely, and informative, with a focus on upselling and guest
• Oversee the creation and follow-through of all work orders in
• Manage the email/text messaging system within
• Coordinate with maintenance and housekeeping teams on guest-reported issues and property
• Collaborate with third-party vendors to support property aesthetics and
• Facilitate new property onboarding and related
• Utilize reporting tools to track revenue, booking volume, cancellations, call metrics, and
• Ensure accurate and efficient use of software systems including Track, Breezeway, phone systems, guest chat, keyless entry, and property readiness platforms.
• Serve as a liaison to property owners to optimize property performance and guest
• Communicate policy, procedures, and contract details to prospective guests clearly and
• Support the guest experience from inquiry through departure, ensuring all needs are
• Manage the department's scheduling and time-off
• Oversee the travel insurance incentive
• Maintain thorough knowledge of all active and upcoming rental
• Handle additional tasks and responsibilities as assigned by senior
• Other duties as assigned
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
• Other duties as

Minimum Required Skills & Competencies:

• Proven experience in hospitality, guest services, or reservations
• Strong leadership and team-building
• Excellent written and verbal communication
• Proficiency with Track, Breezeway, Pulse, and related hospitality software (or willingness to learn).
• High attention to detail, organization, and time
• Customer-focused mindset with a commitment to guest
• Ability to work flexible hours, including weekends and holidays as

Desired Skills & Competencies:

• 3 years of Guest Services and/or management experience preferred

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and
• Exert up to 50 pounds of force occasionally, use your arms and legs, and sit most of the
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Subject to internal and external environmental
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities.

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