Guest Service Manager

Sunset Rentals is seeking an experienced Customer Resolution Manager to lead guest issue resolution, elevate service standards, and drive continuous improvements across the organization. This role is ideal for a hospitality professional who thrives in a fast-paced environment, remains calm under pressure, and is passionate about creating outstanding guest experiences. As the primary escalation point for guest concerns, you will work cross-functionally with Operations, Housekeeping, Maintenance, and Reservations to resolve issues efficiently and professionally. You will also identify trends, implement process improvements, and help shape the overall guest experience strategy for the company.

Key Responsibilities:

Serve as the primary point of contact for escalated guest concerns and service recovery situations. Resolve complex guest issues with professionalism, empathy, and sound judgment. Partner with internal departments to identify and address service gaps before they impact guests. Monitor guest feedback and identify opportunities to improve satisfaction and operational efficiency. Develop and implement policies, procedures, and best practices that enhance the guest experience. Support owner relations by ensuring concerns are addressed promptly and effectively. Analyze trends in guest complaints and recommend proactive solutions. Protect the company's reputation by delivering consistent, high-quality resolutions. Qualifications Required Minimum of 5 years of hospitality, vacation rental, hotel, or guest services experience. At least 3 years of leadership or management experience. Strong conflict resolution and problem-solving skills. Excellent verbal and written communication abilities. Exceptional organizational skills and attention to detail. Ability to remain composed and decisive in high-pressure situations. Experience managing escalated guest service issues. Vacation rental or property management experience preferred. Familiarity with hospitality technology platforms and guest communication systems. What Success Looks Like The successful candidate will: o Improve guest satisfaction and retention. o Reduce recurring service issues through proactive problem-solving. o Build strong relationships with guests, owners, and team members. o Create scalable processes that improve both operational performance and overall guest experience. Schedule Monday-Friday, Saturdays required in season Day shift Occasional evenings, weekends, and holidays as business needs require Benefits Competitive compensation 401(k) with company match Medical, dental, and vision insurance Paid time off Employee discounts Flexible scheduling opportunities