Guest Experience & Reservations Manager

Guest Experience & Reservations Manager Geneva Lakes Vacations - Lake Geneva, WI Geneva Lakes Vacations (GLV) is seeking an experienced, organized, and hospitality-driven Guest Experience & Reservations Manager to lead our Reservations & Guest Services department. This is a leadership role within a fast-growing vacation rental company based in Lake Geneva, Wisconsin. The ideal candidate is someone who thrives in a fast-paced environment, enjoys leading teams, understands customer service at a high level, and can balance operational structure with exceptional hospitality. This position oversees our reservations operation, offshore guest services team, guest communication workflows, and overall guest experience from booking through post-stay follow-up. We are looking for someone who is proactive, detail-oriented, solutions-focused, and passionate about creating great guest experiences while helping lead a growing team. Key Responsibilities Guest Experience & Reservations Oversee daily reservation operations across multiple booking channels Ensure timely and professional guest communication Handle escalated guest concerns and service recovery situations Support booking conversion and upselling opportunities Coordinate guest requests, concierge services, and special accommodations Monitor guest satisfaction and online review performance Team Leadership Supervise and support offshore Reservations & Guest Services team members Assist with training, coaching, and accountability Monitor communication quality, response times, and operational performance Help create a positive and collaborative department culture Operations & Systems Help maintain operational systems and reservation workflows Coordinate with housekeeping, maintenance, and operations teams Assist in improving SOPs and operational processes Monitor reporting, KPIs, and departmental performance metrics Monthly Furnished Rentals Take lead role in coordinating GLV's growing Monthly Furnished Rental program Help manage inquiries, communication, and leasing coordination Wisconsin real estate license preferred or willingness to obtain one Qualifications 3+ years of hospitality, reservations, customer service, or property management leadership experience preferred Strong communication and customer service skills Strong organizational and multitasking abilities Ability to remain calm and professional under pressure Experience managing teams preferred Hospitality or vacation rental experience strongly preferred Experience with Airbnb, VRBO, Streamline, or similar systems preferred Wisconsin real estate license preferred but not required What We're Looking For The ideal candidate is: Hospitality-minded Process-oriented but flexible Positive and solutions-focused Comfortable leading people and improving systems Strong at communication and guest relations Able to think critically and solve problems independently Excited to grow with a fast-moving company Compensation & Benefits Competitive salary Performance-based incentive opportunities PTO and company benefits Growth opportunity within a rapidly growing company Collaborative and team-oriented culture Geneva Lakes Vacations is a locally owned and operated vacation rental management company focused on delivering exceptional guest experiences and high-quality property management throughout the Lake Geneva area.

Pay:

From $55,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person