Assistant Guest Relations Manager (Personal Services)

Speak with guests who are having issues with their reservations or stays, resolve those issues in coordination with Property Services.Reports:
HoldsPaymentsBookingsCheck insCheck outs
Assist staff with booking concerns (rates, length of stay, turnover day, pet questions) in coordination with Guest Relations and Owner Relations Management.Assign and assist with relocations as needed.Assign special projects.Review (website, Google, Yelp, VRBO)Maintain entries on MOD report.Rate audits as required.Assist walk-ins with concerns (owners and guests).Accounting adjustment (transfer of payments, refunds, applying discounts).Contribute to receiving positive guest reviews by providing excellent guest service. Solicit reviews, respond to positive reviews, collaborate with the GM to respond to negative reviews, and try to recover the situation. Receive calls from in-house guests and if an issue arises, handle them in a calm, professional manner to achieve resolution and guest satisfaction.Receive maintenance requests from in-house guests, create work orders and notify operations managers so any issues can be resolved quickly. Maintain communication with guests until a resolution has been achieved.Align with the General Manager and Operations Managers regarding maintenance and cleaning issues/schedules that impact the guest experience. Proactively communicate with respective parties and follow-up on closure of actions so guests are properly notified.Ensure all vacation rental agreements are signed, guest emails are captured properly, and payments are made on time.Maintain a positive, productive relationship with guests, owners, and colleagues.Serve as point of contact for any guests, vendors or owners that walk in.Learn the properties and their specific features and attributes to accurately answer questions during the booking process.Ensure timely and accurate responses to guests via email, text, OTA app, and phone; inquiring about bookings to confirm the reservation and help the team achieve their monthly booking goal.Engage with guests over the phone when reservation calls come in to help find the best home for each potential guest and start connecting with them to create a 5-star experience.