Position Title: Guest Services Manager (GSM)
Reports to: The GSM will report to the Operations Manager (OM) and will undergo ninety day and annual performance evaluations.
Direct Reports: Guest Service Agents (GSA)
Purpose of position: The GSM will be responsible for setting the culture for high level customer service from Sail Away Vacation Rentals to its guest.
Duties and responsibilities:

• Conduct arrival inspections
• Manage the Guest Service Agents
• Review sales and customer service calls
• Conduct GSA training in sales and hospitality
• Schedule GSAs
• Hire, develop, and hold GSAs accountable to company standards
• Conduct performance evaluations on GSAs
• Respond to customer reviews
• Manage call abandonment and voicemails
• Manage escalated guest issues
• Communicate effectively with team members
• Maintain high ranking and host status on 3rd party channels
• Website opportunities
• Represent Sail Away favorably in local community
• Weekly social media campaigns
• Lead management
• Reservation goal management
• 24/7 availability for escalated issues or coverage
• Business development
• Perk partnerships
• Unit description, amenity, and fee accuracy

Salary: $40,000 - $45,000 annually plus commission and bonus opportunities, paid bi-weekly
Job Type: Full-time
Pay: $40,000.00 - $45,000.00 per year
Benefits:

• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance

Schedule:

• 8 hour shift
• Day shift
• Evenings as needed
• Holidays
• Monday to Friday
• On call
• Rotating weekends
• Weekends as needed

Ability to Commute:

• Panama City, FL 32408 (Required)

Ability to Relocate:

• Panama City, FL 32408: Relocate before starting work (Required)

Work Location: In person