Private Banker jobs in Waipahu, HI

Guest Relations Manager

Coldwell Banker Island Vacations, a premier provider of vacation rental management services, is seeking an experienced and dedicated Guest Relations Manager to join our team. The ideal candidate will be responsible for ensuring exceptional guest experiences while maintaining positive relationships with property owners. The Guest Relations Manager will be adept at handling guest concerns, managing schedules, preparing expense reports, responding to reviews, and ensuring fair and adequate compensation for guest concerns. Strong communication skills and proficiency in using Excel are essential for success in this role.

Responsibilities:

Use Excel to organize, analyze, and present data, including reservation tracking, owner charges, and expense reports.

Provide exceptional customer service, addressing guest inquiries and concerns promptly and professionally, both in-person and via phone or email.

Effectively de-escalate guest concerns and disputes, finding fair and adequate resolutions that satisfy both guests and property owners.

Coordinate and manage scheduling for check-ins, and check-outs, ensuring a smooth and efficient process for guests and staff.

Prepare accurate and timely expense reports, ensuring all expenses are properly documented and submitted for approval.

Manage and track owner charges, ensuring all fees are accurately billed and collected in a timely manner.

Collaborate with other departments to ensure a seamless guest experience, addressing any issues related to property maintenance, housekeeping, or concierge services.

Continuously assess and improve guest experience by gathering feedback, analyzing trends, and implementing improvements.

Train and mentor team members in guest relations best practices, fostering a culture of exceptional customer service.

Maintain a positive working relationship with property owners, addressing their concerns and updating them on guest feedback and property performance.

Requirements:

3 years of experience in guest relations, customer service, or hospitality management, preferably within the hotel or vacation rental industry.

Proficiency in Microsoft Excel and other Microsoft Office applications.

Excellent communication skills, both written and verbal, with the ability to effectively and professionally address guest concerns.

Proven experience in guest de-escalation and conflict resolution.

Strong organizational skills, with the ability to manage multiple tasks and priorities effectively.

Detail-oriented and capable of maintaining accurate records and preparing reports.

Demonstrated ability to work both independently and as part of a team, collaborating effectively with colleagues across departments.

A commitment to providing exceptional guest experiences and maintaining positive relationships with property owners.

Flexibility to work weekends, holidays, and evenings as needed.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Work setting:

• In-person

Experience:

• Guest relations: 1 year (Preferred)

Work Location: In person