Guest Experience & Reservations Manager - 20852

CRM & Data Hygiene: Maintain absolute data integrity within the CRM and reservations systems—tracking lead statuses, interaction notes, follow-up schedules, and attribution sources.

SOP Refinement: Develop and refine Standard Operating Procedures (SOPs) for reservations, guest communication, and issue escalations across phone, SMS, and email channels.

Hospitality Background: 5+ years of experience in hospitality, guest services, or reservations (vacation rental management or luxury boutique hospitality).

Leadership Track Record: 3+ years of proven experience managing, coaching, and developing direct reports with a leadership style rooted in accountability and active support.

Systems Literacy: Direct experience managing CRM platforms, reservations pipelines, and PMS/channel management software.

Executive Presence & Communication: Exceptional written, verbal, and guest-facing communication skills with a proven ability to perform under pressure in fast-paced environments.

Hands-On Operating Style: Equal comfort handling direct guest inquiries, de-escalating issues, and reviewing high-level conversion metrics.

Conversion Rate Elevation: Driving higher lead-to-booking conversion rates across all inbound channels.

Response Velocity: Achieving faster response times and 100% follow-up consistency across inquiries.

Issue & Cancellation Reduction: Decreasing guest cancellations and refund requests through proactive communication and proper expectation setting.

Team Throughput: Developing an accountable reservations team that operates independently while continuously improving service quality.