Reservations and Customer Service Manager

Job Description Del Mar Vacations A full-service vacation rental property management company Orleans, MA Customer Service Manager Have you managed a hotel front office and/or reservations department (or other customer facing hospitality service role)? Are you excellent at working for guests to solve their concerns, complaints or issues impacting their visit? Do you have experience directly leading and coaching team members in achieving department specific goals and initiatives while also designing and implementing new solutions based on your deep customer service experience? If the challenge of pleasing guests and growing the rental program is one that is appealing to you, please consider this amazing opportunity at Del Mar Vacations Job Description As the Customer Service Manager, you will be responsible for leading a team of 4 individuals in achieving ambitious revenue goals, resolving customer issues, and upholding the brand’s high service standards for guests and homeowners. You will work with and support the Reservations and Customer Service team in getting our homes booked and providing a high level of support to our guests, including responding to inquiries, booking reservations, answering phone calls, following up with leads, supporting current guests by helping to solve any issues that may arise, and working on strategic projects in pursuit of Company goals. Furthermore, you will have exceptional leadership, organizational, interpersonal, and computer skills and be able to work cohesively in a fast-paced team environment. As a quickly growing company with ambitious goals, we are looking for a career oriented, hard working and dedicated individual who can problem solve and perform well under pressure. Responsibilities and Duties Ability to easily navigate and switch between a variety of technological platforms in order to take reservations, log maintenance requests, track reservations data, follow up with customer requests, and run various reports Ability to be patient, calm, and unflappable during difficult conversations Manage a team of four to ten people to include training, quarterly reviews, individual goal setting and results tracking Organized and capable of multitasking Highly detail oriented Must have good phone skills and interact well with others. Ability to speak politely and effectively with customers Excellent oral/written communication skills Deliver results: Operate and perform tasks with a sense of urgency in a high paced, dynamic environment Job Details Salaried Compensation (commensurate with skill and experience) Benefits Include: 401K with Employer Matching Health Insurance Paid Time Off plus Paid Holidays Continuing Education Opportunities Bonus Opportunities for High Performance / Team Production Full Time/Year-Round We have a strong team of Customer Service Coordinators who are always willing to support one another when coverage needs arise, and we are looking for a manager who can fit into the flexible schedule. Like all hospitality jobs, working weekends in the summer is a necessity as well as occasional weekend, night and holiday coverage in the shoulder and off seasons. Want to interview? Just email both a resume and a cover letter expressing your interest in this position. Please email resumes and cover letters to jobsthisisdelmar.com. Company Description Why work at Del Mar? Del Mar Vacations is a veteran owned and operated company, the fastest-growing company on Cape Cod, and 2 in Massachusetts (Inc 5000 2020 ranking). We specialize in providing hotel-quality amenities for guests as well as comprehensive property management services for homeowners. We currently manage homes from Yarmouth to Provincetown and as our business expands, we are seeking to grow our team and geographical presence. By joining Del Mar Vacations, you’ll be surrounded by a passionate, hardworking, smart, and motivated team focused on superior service and problem solving. Everyone is an achiever and goes the extra mile to do things the right way. We are the winners of Cape Cod Times Best Overall Place to Work for 2019 and 2020. Our mission is for guests and homeowners to have the best service experience possible – and to maintain our hard-earned industry service awards.