Rental Vehicle & Guest Manager

Job Title: Rental Vehicle & Guest ManagerLocation: San Antonio, TXDepartment: ServiceReports To: Service DirectorEmployment Type: Full-TimePosition SummaryThe Rental Vehicle & Guest Manager is responsible for overseeing all daily operations of a 100+ unit rental fleet within our Ford dealership. This role ensures efficient scheduling, vehicle preparation, contract accuracy, fleet availability, and exceptional guest service. The ideal candidate brings strong leadership, a guest-first mindset, operational expertise, and the ability to mentor team members while meeting performance and profitability targets.Key ResponsibilitiesOperational ManagementOversee daily rental operations, including scheduling, vehicle assignments, preparation, returns, inspections, and contract management.Ensure compliance with company policies and standard operating procedures.Monitor rental contracts for accuracy in billing, documentation, and adherence to guidelines.Maintain high utilization rates while balancing availability and guest needs.Staff Supervision & DevelopmentTrain, coach, and manage rental department support staff.Conduct weekly performance reviews to maintain accountability, productivity, and service quality.Foster a positive team environment focused on efficiency, communication, and continuous improvement.Customer ServiceEnsure an exceptional guest experience across all touchpoints.Resolve escalated issues and complaints with professionalism and urgency.Promote a guest-first culture that drives loyalty, repeat business, and strong satisfaction ratings.Fleet & Facility ManagementTrack and analyze fleet utilization, depreciation, maintenance needs, and replacement timelines.Ensure timely integration of vehicles into the operating system, as well as proper tracking and disposal when operating guidelines have been met.Verify Ford Courtesy Transportation incentives and allocate them appropriately.Maintain a clean, organized, and professional rental facility that aligns with brand and dealership standards.Master all relevant software systems, rental platforms, and dealership tools.QualificationsBachelor’s degree in Business Administration, Management, Customer Service, or related field (preferred). Associate degrees will be considered.2–4 years of experience in rental management, service operations, hospitality, or customer service.Proven leadership experience with the ability to motivate and develop staff.Strong organizational, communication, and problem-solving skills.Valid driver’s license with a clean driving record.Ability to thrive in a fast-paced, retail-driven environment with evolving priorities.Key CompetenciesCustomer-focused mindsetLeadership & team developmentAnalytical thinking & decision-makingFinancial awareness & cost managementConflict resolutionAdaptability & time managementCompensation & BenefitsCompetitive base salary plus performance-based bonusesHealth, dental, and vision insurancePaid time off and paid holidays401(k) planOpportunities for advancement within the dealership group