Description
COMPANY OVERVIEW:
Create your ideal career with us at Juniper Holiday + Home
With a sincere passion for unreasonable hospitality, entrepreneurship, and real estate, we are spearheading a movement towards a more vibrant and inclusive future in the hospitality industry. Juniper Holiday + Home oversees a portfolio of properties in sought-after locations across Southwest Michigan and beyond.
Our mission: To make luxury vacation rentals and unparalleled service accessible to everyone. Our motto: Live well. Travel well.
Our Commitment: Luxury is more than a standard—it's a declaration of our dedication to excellence. Our commitment extends beyond our breathtaking designs and décor; it's about providing a new level of hospitality. With a focus on caring and attentive services, we ensure every moment with us is as enriching, relaxing, and carefree as possible.
Our Approach: We approach every day with innovation, drive, and dedication to providing unmatched service to our guests and homeowners. Together as a team, we’re proving that a centered and grounded business strategy is not only possible but necessary to achieving success.
Your Career with Juniper Holiday + Home: Take the next step in your career, where your passion for hospitality, entrepreneurship, and real estate can flourish. With us, you'll be at the forefront of an industry revolution, championing a new era of luxury, service, and fulfillment. Join us as we continue to build a place where vacation rental experiences aren’t just about offering stays but about creating spaces for stories worth telling.
POSITION SUMMARY:
The Sales / Guest Services Manager will develop, train, and lead a Sales / Guest Services team to cultivate and manage an exceptional customer service experience. This position develops, trains, leads, and supports a reservation sales team, creating strategies to drive revenue and lead volume through the effective management of the reservations process. This includes improving conversion and managing yield and staffing levels to optimally capture as many reservations as possible.
This position works closely with all departments to resolve guest and owner complaints. Responsibilities also include hands-on leadership and development of team members as well as monitoring customer service interactions with guests in order to improve service standards and communications. All duties and responsibilities of this position are always to be performed with exceptional caring and genuine guest service, upholding Juniper Home + Holiday’s standards and culture at all times.
RESPONSIBILITIES:
- Provide ongoing direction, leadership, and support to the sales reservations and guest services teams to manage activities directly related to making the overall customer experience exceptional.
- Manage, coach, and develop talent. Determine staffing requirements, finalize job descriptions, interview, select, hire, retain, and hold employees accountable.
- Ensure staff are properly trained and have the tools and equipment needed to effectively carry out their job functions.
- Drive revenue through the effective management of the reservations process, including improving conversion, managing yield, and managing staffing levels to optimally capture as many reservations as possible.
- Track System. Create strategies to drive revenue and lead volume. Monitor results and report in weekly KPI meetings.
- Create metrics / reporting for guest satisfaction. Implement guest services call scoring program in order to measure and monitor staff.
- Prepare monthly incentives for sales agents.
- Assess current reservation auditing process in order to create efficiencies.
- Implement budget accountability and metric reporting as it relates to staffing, overtime, and other departmental priorities. Define areas for improving efficiencies and cost savings.
- Schedule staff based on the needs of the department. Review payroll report bi-weekly. Manage schedules, audit performance, and hold staff accountable to company policy.
- Verify all payments are processed before the guests stay. Make sure refunds are processed timely when cancellations are made and fall within the guidelines.
- Manage the tracking of special offers, insurance claims, pet fees if added after the time of booking, blocked dates, owner cleanings, refunds, reviews, etc.
- Manage all guest reviews on Airbnb and VRBO, responding as appropriate. Rate guests in VRBO and send requests for the guests to leave a review.
- Maintain positive relations with homeowners and guests. .
- Update property listings when needed
- Update digital guidebooks when needed.
- Participate in any necessary trainings
- Maintain a safe and clean work environment to ensure all policies are followed and enforced for outside agencies; including but not limited to DOL, EEOC, and OSHA.
QUALIFICATIONS:
- Organization Savvy – Understands how organizations work and ably maneuvers and executes within the organizational structure and networks.
- Project Management – Demonstrates the ability to work within timelines, company structures and budgets for successful completion of assigned projects and tasks.
- Analytical Skills – Creates insightful and comprehensible reports on findings.
- Stress Management – Accepts pressure and maintains composure and perspective in tense situations.
- Sales / Persuasion / Influence Skills – Establishes rapport and trust while identifying needs or positions of others.
- Negotiation Skills – Successfully closes negotiations achieving best possible outcomes for the company.
- Developing Others – Thoughtfully assigns tasks or workload to challenge or stretch individual skills.
- Managerial Focus – Spends sufficient time “managing,” establishing expectations, monitoring performance and giving feedback.
Education and Experience:
- A minimum of 3 years managing and leading sales representatives in a hospitality or service operation
- Bachelor’s Degree is preferred or equivalent experience
- Strong computer skills, including MS Word and Excel; and hospitality software
- Excellent communication skills
- Ability to solve complex problems, select the most appropriate course of action and understand others
- Valid Driver’s License
- Ability to work flexible hours, weekend work required
COMPENSATION & BENEFITS:
Annual Salary: $70,000 - $85,000
Benefits:
- Paid time off such as PTO, sick days, and vacation days
- Health insurance
- Telecommuting options
- Dental insurance
- Other