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Customer Service & Reservations Manager

Posted: 01/11/2022

 

Del Mar Vacations

 

A full service vacation rental property management company

Orleans, MA

 

Customer Service & Reservations Manager

 

Have you led a team of service professionals committed to providing world-class customer experiences?   Do you have experience leading and coaching team members in achieving department-specific goals while also designing and implementing new initiatives?  Our Customer Service and Reservation Team is fully engaged in managing guest relations, responding to inquiries, booking reservations, answering phone calls, following up with leads, and supporting current guests by helping to solve any issues that may arise.  If the challenge of leading a team, pleasing guests and driving reservation activity is one that is appealing to you, please consider this amazing opportunity at Del Mar Vacations.

 

Del Mar Vacations is in the business of providing full service property management services to homeowners on Cape Cod while ensuring a 5-star experience for guests.  One way we meet that commitment is by going to extraordinary lengths to serve our guests.  We are looking for a career-oriented, hard working, and dedicated individual who can lead and mentor our team to achieve our ambitious goals.  Our ideal candidate will have experience managing a hotel front office with responsibility to serve current guests while optimizing occupancy; we are open to consider any candidate with service-oriented experience and a passion to lead teams to greater, measurable success.

 

Mission

  • Lead team of service professionals to:

    • Provide exemplary customer services to guests; maintain the highest levels of customer satisfaction and demonstrate the highest levels of service professionalism.

    • Help potential guests identify & book the accommodations they are seeking for their Cape Cod vacations.

 

Results

  • High guest satisfaction, evidenced by positive reviews, repeat business, and referrals.

  • Optimized occupancy and rates across a portfolio of properties.

  • Repeatable playbooks, management dashboards, and well-trained teams to drive optimized outcomes (with respect to both discrete issues and broad objectives).

Competencies

  • Strong leadership skills, prepared to manage a team of six to ten  people responsible to respond to inquiries, book reservations, answer phone calls, follow up with leads, secure bookings, and support current guests.

  • Oriented to managing people individually but with a focus on leveraging data/dashboards, goal setting, and metrics tracking to improve performance.

    • Train a team able to solve any issues with the ultimate responsibilities of driving superior customer experience and growing our rental program.

    • Experience developing and implementing training programs oriented to both specific functional responsibilities as well as soft skills more generally required in the hospitality industry.

    • Able to develop processes and procedures to streamline decision making and drive consistency of operations.

    • Skilled at anticipating, de-escalating, and resolving customer issues. 

    • Prepared to execute and improve initiatives to drive bookings.  

    • Highly detail-oriented, organized, and capable of multitasking.

    • 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.

Why work at Del Mar?

Del Mar Vacations is a veteran-owned and veteran-operated company, consistently ranked by Inc. magazine as the fastest-growing company on Cape Cod and among the fastest growing in Massachusetts. We specialize in providing hotel-quality amenities for guests as well as comprehensive property management services for homeowners.

By joining Del Mar Vacations, you'll be surrounded by a passionate, hardworking, smart, motivated team focused on superior problem solving and service. Everyone is an achiever and goes the extra mile to do things the right way. We are repeat winners of Cape Cod Times Best Overall Place to Work. We want to be the employer of choice on Cape Cod while delivering our mission for guests and homeowners to have the best service experience possible. 

Think you would be a good fit? We would love to hear from you!  Please submit your resume and cover letter including salary requirements to jobs@thisisdelmar.com.

 

Position Type: Full-time,Year-round