Assistant Manager of Guest Services and Marketing

We are seeking a highly motivated and customer-focused professional to join our team as the Assistant Manager of Guest Services and Marketing. In this dynamic role, you will oversee guest interactions, manage our online listings, and lead marketing efforts to enhance our brand presence and drive bookings. You will be responsible for guest communications on platforms such as Airbnb, VRBO, and Booking.com, while also managing our email marketing, direct booking strategies, and other marketing initiatives. Your role will involve leading a small team dedicated to providing exceptional customer service, ensuring smooth operations, and optimizing our digital presence.

As a small company, we value team members who are adaptable and willing to assist in other areas when needed. From time to time, you may be required to help with light housekeeping, home inspections, and other operational tasks to support the overall success of the business.

This position requires flexibility in work hours, as our business operates 24/7 (overnight work or issues are RARE). The ideal candidate will possess strong problem-solving abilities, critical thinking skills, excellent communication (including writing and grammar skills), effective time management, and a naturally hospitable approach. Experience in hospitality marketing, online booking platforms, and guest relations is essential.

Key Responsibilities:Guest Services & Operations:

• Help manage and oversee our Guest Services team, ensuring a smooth experience for our thousands of guests we get each year.
• Oversee guest interactions and ensure timely and professional responses on Airbnb, VRBO, Booking.com, and other relevant platforms.
• Maintain a high level of guest satisfaction by promptly addressing inquiries, concerns, and complaints.
• Foster positive relationships with guests and provide exceptional customer service to enhance their experience.
• Train and develop the Guest Services team to uphold high service standards and adhere to company policies.
• Monitor guest reviews and feedback, implementing improvements to enhance the overall guest experience.
• Collaborate with other departments to ensure seamless guest services and efficient operations.
• Handle escalated guest issues and resolve conflicts with a proactive and diplomatic approach.
• Assist in other company operations when necessary, which may include light housekeeping, home inspections, and other tasks to support the team.

Marketing & Listing Management:

• Manage and optimize property listings across all booking platforms, ensuring accuracy, high-quality photos, compelling descriptions, and competitive pricing strategies.
• Oversee email marketing campaigns to engage past and potential guests, promote direct bookings, and drive brand loyalty.
• Develop and implement digital marketing strategies, including promotions, social media content, and online advertising, to increase brand awareness and direct bookings.
• Track and analyze booking trends, marketing efforts, and customer engagement to refine strategies and maximize revenue.
• Ensure consistency in branding and messaging across all marketing materials and platforms.

Required Qualifications:

• Proven experience in a customer service or guest-facing role, preferably in the hospitality or vacation rental industry.
• Experience managing listings on Airbnb, VRBO, and Booking.com, with an understanding of their policies and best practices.
• Strong marketing background, including email marketing, digital advertising, and content creation.
• Excellent problem-solving skills and the ability to think critically in high-pressure situations.
• Exceptional communication skills, both written and verbal, with strong grammar and attention to detail.
• Outstanding time management abilities to effectively prioritize tasks and meet deadlines.
• Demonstrated leadership skills with the ability to supervise, train, and motivate a team.
• Flexibility in working hours, including weekends, evenings, and holidays, to accommodate the 24/7 nature of the business.
• Willingness to assist in other areas as needed, including light housekeeping, home inspections, and operational support.
• A genuine passion for hospitality, guest satisfaction, and innovative marketing strategies.
• Strong computer skills, including proficiency with marketing software, CRM tools, and social media platforms.
• Bachelor's degree in hospitality management, marketing, communications, or a related field is preferred but not required.

Job Type: Full-time

Pay: $60,000.00 - $66,650.00 per year

Benefits:

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

Schedule:

• 10 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• On call
• Overtime

Ability to Commute:

• Oakhurst, CA 93644 (Required)

Ability to Relocate:

• Oakhurst, CA 93644: Relocate before starting work (Required)

Work Location: Hybrid remote in Oakhurst, CA 93644

Salary : $60,000 - $66,650