Guest Services Manager

COMPANY OVERVIEW:

Element Vacation Homes is a Central Florida property management company specializing in larger high-quality short-term vacation home rentals. Formed in late 2020 with an emphasis on happy owners and happy guests.

POSITION SUMMARY:

Element Vacation Homes is currently seeking an organized, detail-oriented Guest Services Manager to join our team. Our systems are pretty good but we need you to make them even better. This position wears many hats including:

> Guest Relations: Serve as a liaison between the Operations & Reservations teams to ensure seamless stays, fearlessly jumping into service recovery situations, proactively addressing needs, swiftly resolving issues, and coordinating special requests for VIPs, owners, and other special guests

> Concierge Extraordinaire: Work closely with our Reservations Manager to proactively anticipate guest needs, create surprise-and-delight moments, and offer tailored recommendations—ensuring each guest has the best experience possible

> Online Reputation Management: Monitor and respond to guest reviews across platforms, turning feedback into opportunities for improvement. Proactively address concerns, highlight positive experiences, and implement strategies to enhance our ratings and online presence

> Staging & Property Readiness: Going beyond just cleanliness—setting the stage for an experience akin to an Architectural Digest photoshoot. Jumping in when needed to inspect homes, ensuring they meet our high standards, and performing light maintenance or last-minute touch-ups to guarantee a flawless guest experience

This is a pivotal ground floor role within our organization and therefore we are only seeking passionate, hardworking rock stars to apply.

RESPONSIBILITIES:

Some of what you’ll be doing:

• Master and uphold brand standards while keeping the team informed on products, services, policies, procedures, and local area knowledge
• Monitor and manage guest reviews and feedback to ensure a strong reputation, analyze guest satisfaction metrics, and make recommendations to improve service
• Ensure VIPs, owners, repeat guests, and media visitors receive an exceptional experience, including executing concierge services to enhance their stay
• Oversee onboarding of new properties, including staging, deliveries, and initial punch list tasks, while maintaining showcase-ready properties from staging to electronic functionality
• Liaise with the Operations and Reservations Managers to ensure seamless coordination and communication across departments
• Represent Element Vacation Homes at networking events, conferences, and sales opportunities, as well as in media, film, and social media appearances
• Build and maintain vendor & partner relationships to improve guest experiences and operational efficiencies
• Support the Operations Manager with field workload, including pre-arrival and post-departure inspections to uphold quality standards.
• Assist with emergency situations, handling issues swiftly and professionally to ensure guest satisfaction
• Participate in after-hours management duties and scheduled meetings as needed
• Take on additional projects as requested to support business growth and guest service excellence

QUALIFICATIONS:

• Problem solver & out-of-the-box thinker – no excuses, just solutions
• Team player – we all wear many hats in a startup
• Strong time management, communication, & organization skills
• Exceptional people skills – build real connections
• Work independently under pressure – prioritize, stay focused, and move fast
• Meticulous attention to detail
• Basic maintenance skills – troubleshoot minor issues when needed
• Vacation rental/hotel experience (preferred) – industry knowledge is a plus
• Reliable transportation & flexible schedule – weekends & holidays required
• Ability to lift up to 50 lbs. – some physical work involved

COMPENSATION & BENEFITS:

Annual Salary: $55,000 - $65,000

Benefits

• Competitive salary
• Generous vacation policy – after all, we’re in the vacation business!
• Casual Dress
• Mac Workstation
• Happy Hour
• Paid Day off on your birthday for quarterly volunteer work
• Universal Annual Pass
• Fun work environment