Guest Services Supervisor- Oak Island Accommodations

Responsibilities:Train, coach, and supervise all Guest Services AgentsAssign daily duties and schedules, ensuring optimal staffingProvide ongoing coaching and performance feedback through scheduled 1:1s and team meetingsManage reservations performance as a team and individually by utilizing Track Pulse, a lead management program that tracks performance integrating with Ring Central, OIA's phone system.Oversee Track Pulse incentive bonus programOversee Guest Web and ensure payments are made and contracts are signed.Oversee all reservation activities in TrackEnsure that reservations booked have correct reservation type and commission rates.Assists with answering phones and booking reservations.Manage guest complaints with professionalism to find a reasonable solution for their issue/complaintAssists with upset guests to find a reasonable solution.Monitor and respond to voicemails, emails, leads, and online travel agent platforms in a timely mannerCoordinate with other departments (housekeeping, maintenance, laundry, etc.) on guest-reported issuesUtilize reporting tools to track revenue, booking volume, cancellations, and call metricsTrain new employees with all software systems including reservation software, email, websites, guest live chat, phone system, keyless entry and property readiness systems.Oversee the travel insurance incentive programAdheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).Other duties as assignedMinimum Required Skills & Competencies:Proven experience in hospitality, guest services, or reservations3+ years' experience managing staff in excess of 5 people.Highly organized and self-motivated.Strong leadership and team-building skillsExcellent written and verbal communicationCustomer focused mindset with a commitment to the guestsProficiency with Track, Breezeway, Pulse, and related hospitality softwareProficiency with Microsoft products including Windows, Excel, Word, and OutlookAbility to work weekends and holidays to support business needsDesired Skills & Competencies:Vacation rental experience preferredPhysical Requirements:Express or exchange ideas by means of the spoken word via email or verballyExert up to 50 pounds of force occasionally. Use your arms and legs, and sit most of the timeHave close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentationNot subject to external environmental conditionsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities#LI-DNIEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities