Guest and Owner Services Manager

Guest & Owner Services Manager

Daugherty Management | Sandpoint, Idaho
Full-Time, In-Person | $55,000 - $60,000/year DOE Benefits

Daugherty Management is seeking an experienced, highly organized Guest & Owner Services Manager to join our team in Sandpoint.

This is a key management position responsible for leading guest communications, managing day-to-day owner relationships, coordinating new-property onboarding, and helping ensure guest and owner needs are handled thoroughly and professionally from start to finish.

We are looking for someone who does more than respond to questions or pass issues along. The right person takes ownership, exercises sound judgment, coordinates effectively across departments, follows through, and is comfortable making reasonable decisions within established company policies and guidelines.

Schedule & After-Hours Responsibility

This is a full-time, in-person position at our Sandpoint office, with regular hours of Monday through Friday, 10:00 a.m. to 6:00 p.m.

Vacation rentals are a seasonal, seven-day-a-week hospitality business. Some schedule flexibility is required during periods of high occupancy, holidays, and our peak summer season. Our busiest period is generally mid-June through mid-September. During approximately 10 to 12 weeks of the summer, the schedule may be adjusted to include one weekend day per week, with corresponding weekday scheduling adjusted.

This Manager will also own first-line after-hours oversight for urgent guest and owner matters. This does not mean actively working every evening or responding to routine messages after business hours. It does mean reasonably monitoring communications and being available to address, coordinate, or escalate time-sensitive issues that cannot wait until the following business day. Reasonable parameters and backup coverage will be established.

Guest Services & Reservations

The Guest & Owner Services Manager will lead Daugherty Management’s guest communications and help maintain a consistently responsive, professional, and solutions-oriented guest experience.

· Lead and manage guest communications before, during, and after each stay.

· Respond to vacation-rental inquiries by phone, email, and messaging platforms.

· Provide property recommendations, quotes, reservation information, and local guidance.

· Book reservations and make reasonable rate decisions within established company guidelines.

· Maintain a thorough working knowledge of our properties, amenities, policies, access procedures, and the Sandpoint area.

· Assist guests with arrival information, directions, property access, and questions throughout their stay.

· Troubleshoot access, property, and service issues and coordinate with Property Care, Maintenance, housekeeping, vendors, or management as needed.

· Own guest issues through resolution rather than simply passing them to another department.

· Manage complaints and service-recovery situations with professionalism, sound judgment, and an appropriate balance of guest satisfaction, owner interests, and company policy.

· Apply company policies confidently and consistently, while recognizing situations that warrant management involvement.

· Monitor guest reviews and feedback and communicate actionable information to the appropriate teams.

· Identify recurring guest-service issues and help improve the underlying process, property information, or communication.

· Train, support, and oversee seasonal Guest Services staff during peak periods.

· Help maintain communication templates, procedures, response-time standards, and guest-service expectations.

Owner Services

Our homeowners are an essential part of our business. This position will serve as a primary point of contact for routine owner communication and will help maintain strong, responsive, and professional owner relationships.

· Serve as a primary contact for day-to-day owner emails and phone calls.

· Respond to owner questions promptly, accurately, and professionally.

· Coordinate and track owner requests across Property Care, Maintenance, housekeeping, accounting, and management.

· Create tasks or work orders as needed, follow them through completion, and close the communication loop with the owner.

· Assist with routine questions regarding reservations, property activity, and monthly owner statements, coordinating with Accounting or management when appropriate.

· Follow up on property concerns and communicate progress and resolutions.

· Participate in owner meetings and property reviews as needed.

· Document important owner requests, decisions, and property information.

· Recognize recurring property or service issues and help develop practical long-term solutions.

· Ensure owner requests and commitments do not fall through the cracks.

New Property Onboarding & Listing Management

The Guest & Owner Services Manager will play an important role in preparing new vacation homes to join the Daugherty Management portfolio and maintaining accurate information for existing properties.

· Build new properties within our property-management and guest-service systems; training will be provided.

· Gather and organize property details, amenities, policies, access information, and operational information.

· Coordinate professional photography and other listing-readiness needs.

· Write accurate and compelling vacation-rental property descriptions.

· Enter and maintain property information across company systems and distribution channels.

· Coordinate with Property Care, Maintenance, housekeeping, and management to ensure new homes are guest-ready before going live.

· Review new listings for accuracy, consistency, and presentation.

· Maintain accurate amenities, descriptions, photos, policies, access information, and other property details as homes change over time.

· Identify outdated or inconsistent information before it affects a guest stay or owner relationship.

Leadership, Accountability & Process Improvement

This is a management role. We are looking for someone who will take meaningful ownership of the Guest & Owner Services function and help improve how the department operates.

· Establish and maintain high standards for guest and owner communication.

· Provide direction, training, support, and accountability for seasonal Guest Services staff.

· Help maintain and improve SOPs, communication templates, and service standards.

· Identify recurring problems and work with other departments to address their underlying causes.

· Look for opportunities to simplify, standardize, and improve workflows.

· Follow up across departments when commitments are incomplete or deadlines are missed.

· Use sound judgment to resolve routine matters independently within company guidelines.

· Recognize when management involvement is appropriate and present significant issues with clear context, actions already taken, and a recommended course of action.

Technology & Systems

Daugherty Management uses multiple vacation-rental technology platforms. Previous experience with these specific programs is helpful but not required. Strong computer proficiency and the ability to learn and work confidently across multiple systems are essential.

· Guesty

· Breezeway

· TopKey

· PointCentral

· Microsoft Word and Excel

· Email, reservation, task-management, and property-management systems

A company computer and all required software are provided.

Qualifications

We are seeking candidates with at least five years of professional experience in customer service, hospitality, property management, lodging, or a related field. Experience in vacation rentals, hotels, resorts, real estate, or another hospitality-focused environment is strongly preferred.

The ideal candidate:

· Communicates exceptionally well, both verbally and in writing.

· Is confident and professional when communicating with discerning guests and property owners.

· Demonstrates maturity, patience, and composure during difficult conversations.

· Exercises strong judgment and is comfortable making decisions independently.

· Takes ownership of problems and follows through until they are resolved.

· Is highly organized and able to manage numerous conversations, tasks, and priorities at once.

· Has strong attention to detail and excellent follow-through.

· Is comfortable holding others accountable for commitments and following up when work is incomplete.

· Is proficient with computers and comfortable learning new technology.

· Works effectively across departments and communicates clearly with operational teams.

· Looks for ways to improve systems rather than repeatedly working around the same problems.

· Is dependable, professional, trustworthy, and discreet.

· Is comfortable providing direction, training, and support to seasonal staff.

· Knows and enjoys the Sandpoint area, or is enthusiastic about becoming highly knowledgeable about the community.

Compensation & Benefits

Salary: $55,000-$60,000 per year, DOE

· 100% employer-paid employee medical insurance premium, an approximate $7,200 annual value.

· 401(k).

· Paid Time Off.

· Company-provided computer and required software.

· Training on vacation-rental systems and technology.

Why Daugherty Management?

Daugherty Management is a locally based professional vacation-rental management company serving Sandpoint and the surrounding area.

We take pride in the homes we represent, the long-term relationships we build with property owners, and the experiences we provide to our guests. Our work is fast-paced, detailed, collaborative, and rarely repetitive.

This position is ideal for an experienced hospitality or customer-service professional who enjoys people, leadership, problem-solving, and variety, and who wants the responsibility and autonomy to make a meaningful impact within a growing local company.

If you take ownership, communicate exceptionally well, notice the details, and enjoy solving problems from start to finish, we would like to hear from you.

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Experience:

• Customer service: 5 years (Preferred)

Ability to Commute:

• Sandpoint, ID 83864 (Preferred)

Work Location: In person

Salary : $55,000 - $60,000