Mike Z Rentals specializes in high-quality vacation, seasonal, and annual rental properties in Southwest Florida. We focus on delivering exceptional guest experiences while maximizing owner satisfaction through operational excellence, strong local market expertise, and a commitment to service.
This position oversees the Guest Services department, representing the Mike Z Rentals brand and vision while taking ownership of the customer experience from start to finish. The Guest Services Manager communicates with guests through calls, texts, and emails, ensuring every interaction delivers a positive and memorable experience.
This role is ideal for an outgoing, relationship-driven professional who enjoys connecting with people, resolving concerns, and motivating a team to deliver exceptional service. The Guest Services Manager leads the team in building strong guest relationships, creating memorable experiences, and strengthening Mike Z Rentals’ reputation in the marketplace while growing a loyal base of returning guests.
Identify opportunities to "WOW" guests choosing to stay with Mike Z Rentals
Maintain excellent communication with guests, owners, vendors, and the Mike Z Rentals team
Provide guests with status updates and follow up after completion of conversations or work orders
Communicate with unsatisfied guests and work with the operations team to resolve issues in a timely manner
Supervise and develop personnel according to Mike Z Rentals policies and procedures
Train staff, including onboarding new employees and supporting ongoing development
Create and maintain Standard Operating Procedures in an organized and accessible format
Manage reputation by responding to guest reviews on designated platforms including OTA channels and Google
Create action items for the team based on guest feedback and service insights
Oversee guest experience systems and reports used by the Guest Services department
Ensure guest experience processes including refunds, moves, payments, and work orders are efficient and properly audited
Process guest damages including reporting, documentation, and charging guests when applicable
Ensure compliance with all company, local, state, and federal safety rules
Understand the company’s emergency preparedness plan and assist with implementation when necessary
Be available for escalated guest support if issues arise, including after-hours communication via phone, text, or guest inbox
Perform other duties as assigned
Software skills, including use of Microsoft Office software, Guesty, Breezeway, BestyAI and other web-based applications needed for position
Excellent verbal and written communications skills necessary to communicate with potential and existing guests, team members and management, ensuring Mike Z Rentals vision
Leadership and decision-making skills along with excellent time management and organization skills
Strong analytical and problem-solving skills
Learn about and become an expert in all properties and locations to provide callers with a thorough understanding of what Mike Z Rentals has to offer
Ability to work any shift and available 24/7 for escalated guest concerns: Weekends/Weekdays/Holidays
Salary: $55,000 - $70,000 annually
Bonus:
Discretionary bonus paid at the end of the year based on performance
Benefits include:
Paid time off (PTO, sick days, and vacation days)
Health insurance
Retirement benefits or accounts