Guest Relations Manager

At RealJoy Vacations, we believe every guest interaction is an opportunity to create a lifelong customer, and every employee deserves a leader who invests in their success.

We are looking for a Guest Relations Manager who is passionate about developing people, delivering exceptional guest experiences, and leading with accountability, empathy, and excellence.

This role is perfect for someone who thrives in a fast-paced, high-volume environment, can confidently manage multiple priorities at once, enjoys solving complex problems, and understands that outstanding hospitality starts with building an outstanding team.

What You'll Do

• Lead, coach, and develop a high-performing Guest Relations team focused on delivering exceptional service to every guest.
• Champion RealJoy's mission, motto, core values, and non-negotiables by creating a team culture where they are not just understood, but demonstrated in the way we lead, communicate, support one another, and serve our guests.
• Serve as the primary point of leadership for guest escalations, ensuring concerns are handled promptly, professionally, and with a solution-focused approach.
• Manage multiple priorities throughout the day, including guest concerns, team needs, operational challenges, escalations, and time-sensitive situations.
• Oversee daily department operations, including employee scheduling, staffing, call coverage, dispatch coordination, reservations support, and after-hours needs.
• Partner closely with Operations, Reservations, Maintenance, Housekeeping, Owner Relations, Revenue Management, and other departments to provide seamless guest support and effective resolution.
• Manage incoming guest complaints and coordinate resolution efforts while ensuring timely follow-up and communication.
• Make guest compensation decisions within company guidelines while balancing the guest experience with responsible business decisions.
• Monitor phone performance and call quality standards, providing coaching and training to continuously strengthen the team's customer service skills.
• Monitor team performance through quality assurance, coaching, performance metrics, and ongoing feedback while identifying opportunities for improvement.
• Step in and provide hands-on support during high-volume periods, complex guest situations, or escalated calls when needed.
• Provide leadership and backup support for complex guest concerns during evenings, weekends, and after-hours on-call rotations.
• Ensure guest interactions and resolutions remain compliant with Rental Management Agreements, company policies, and property-specific arrangements.
• Assist with the development and implementation of department procedures, training materials, and service standards.