30A Escapes - Assistant Director of Guest Relations

Santa Rosa Beach, FL

Full Time

Operations

Manager/Supervisor

Come join our team!

Are you passionate and motivated about the Hospitality Industry?

30A's Top Boutique Rental Management company specializes in providing our owners and high-end clientele with the best customer service possible. It's time for us to add another professional to the "Escapes Family."

Summary: Assist in managing the daily operation of the call center, reservations and ensure that agents are meeting their goals. Assist in managing all call center and reservations agents to assure calls, emails, and chats are answered in a timely manner, providing exceptional service to inquiring guests, existing reservations, and in house guests.

Essential Duties and Responsibilities include the following. Other duties may be assigned.
•   Ensure that agents are providing customers with accurate information in a friendly, consistent manner
•   Listen to agents’ calls and provide constructive feedback based on call guidelines
•   Make the schedule for the call center and reservations staff assuring adequate coverage is provided to keep abandoned rate less than 5%
•   Training new agents and ongoing training for existing agents to include taking on property tours
•   Present disciplinary documents to agents for corrective action
•   Take escalation calls and assist with daily calls when needed
•   Make reservations and follow up on leads when needed
•   Run reports to ensure that reservations are made correctly, all monies are collected 60 days prior to arrival, and rental agreements are received prior to arrival date / guidelines are being followed
•   Order office supplies for department, within budgeted amount provided
•   Approve and submit payroll for the agents
•   Ensure online booking sites, including ours, have accurate information for online customers
•   Audit content of agents documents and listings on online sites
•   Audit guest confirmations and property notes to ensure accuracy and proper flow of information
•   Act as Manger on Duty after hours in a rotation to handle guest matters
•   Act on behalf of the Guest Relations Manager in their absence
•   Other administrative and operational duties as assigned

The ideal candidate will be analytical and creative with effective problem solving skills. They will be adept at project management with superior customer service. They will excel at interpersonal relationships - focusing on conflict resolution, maintaining confidentiality, and remaining open to others' ideas and are willing to try new things. This person will prioritize team work, communicate effectively - both speaking and in writing, will have exceptional leadership qualities, and be ethically sound.

Compensation: $55,000 - $60,000 annually depending on experience

If this is you, we can't wait to meet you!

Each associate brings unique skills, talents, experience, history, and culture to our company. We offer competitive wages and benefits, including paid time off and 401K, a supportive team, training and development programs, and a beautiful working environment! Come join one of the fastest-growing companies in our area as we strive to exceed expectations and build lifelong memories for our guests.

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APPLICANT’S ATTESTATIONS

I understand that if I am hired, my employment will be for no definite period, regardless of the period of payment of my wages. I further understand that I have the right to terminate my employment at will at any time with or without notice or reason, and 30A Escapes LLC, hereinafter "the Company", has the same right. No one other than the COO of the Company has authority to modify this relationship or make any agreement to the contrary. Any such modification or agreement must be in writing.

I understand that the Company reserves the right to require me to submit to a drug test at any time and also reserves the right to require me to submit to an alcohol test and/or medical examination to the extent permitted by law. I further understand that the Company may contact my previous employers and I authorize those employers to disclose to the Company all records and other information pertinent to my employment with them. I release my previous employers from any liability as a result of their disclosure of information about me to the Company. I also authorize the Company to provide truthful information concerning my employment with it to my future prospective employers and I agree to hold it harmless for providing such information.

I further understand that if employed I will be on a 90-day introductory period, and that termination for unsatisfactory performance during that period will not result in any Company responsibility for unemployment benefits. I further understand that completion of the introductory period does not confer any expectation of continued employment, and that if employed, my employment will be for no definite period and “at-will.”* AgreeDisagree

APPLICANT’S ATTESTATIONS CONTINUED

By signing this application, I certify that all of the information that I provide on this application and in any interview will be true, complete, and accurate. I understand that if I am employed and any such information is later found to be false or misleading in any respect, I will be dismissed.

I certify that I am hereby notified that the Company may obtain a consumer report or reports on me. I authorize this Company to obtain such a report or reports for use in connection with my application for employment and for other employment-related reasons. If hired, this authorization shall remain on file and serve as ongoing authorization for procurement of employment-related consumer reports at any time during my employment. I understand that the term “consumer report” includes, but is not limited to, credit checks, criminal background checks, Department of Motor Vehicle reports, and investigative consumer reports. I authorize the Company to conduct electronic inquiry related to my background, including review of all social networking sites and Internet sites and to make adverse decisions as a result of such inquiries. I further understand that the term “investigative consumer report” means a report in which information on my character, general reputation, personal characteristics, or mode of living is obtained through personal interviews with my neighbors, friends, or associates, or with others with whom I am acquainted or who may have knowledge concerning any such items of information. ** AgreeDisagree

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30A Escapes - Assistant Director of Guest Relations

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