Supervisor For Reservations Specialist Customer Service Team (Remote)

Job Summary:

Renjoy is looking for an experienced and proactive Short Term Rental Reservations Specialist & Customer Service Agent Supervisor to lead our growing team of reservation specialists. In this supervisory role, you will oversee a team responsible for managing guest interactions across a portfolio of vacation rentals, ensuring an exceptional experience through seamless communication, efficient problem-solving, and collaborative teamwork.

As a supervisor, you will provide guidance, support, and training to your team while ensuring that Renjoy’s high standards of customer service are consistently met.

The ideal candidate will have a strong background in property management and short-term rental operations, with extensive experience using property management systems such as Guesty, along with other relevant software. You will also play a critical role in setting team priorities, improving processes, and enhancing the overall guest experience.

About Renjoy:

Renjoy is a growing property management company specializing in premium short-term rentals, primarily located in Colorado Springs. We pride ourselves on providing exceptional customer service and maintaining high-quality rental properties for our guests. We provide a flexible work environment, with an emphasis on growth, self-motivation, and integrity.

Key Responsibilities:

• Supervise and manage a team of Short Term Rental Reservations Specialists & Customer Service Agents, ensuring that they provide prompt, professional, and exceptional service to our guests.
• Oversee guest communication, reservations management, and issue resolution using the Guesty Property Management System (PMS) and other integrated technology platforms.
• Provide mentorship and training to your team members, guiding them in guest communication, booking management, and problem-solving.
• Develop, implement, and refine processes and best practices to ensure a high level of consistency and efficiency in team operations.
• Address escalated guest concerns, making sure that all issues are handled in a timely and professional manner while maintaining guest satisfaction.
• Conduct regular performance evaluations for team members, providing constructive feedback and identifying areas for growth and improvement.
• Monitor key performance metrics, such as response times, guest satisfaction, and team productivity, and work with the team to meet or exceed set goals.
• Collaborate closely with other departments, including housekeeping, maintenance, and vendors, to ensure smooth operations and guest satisfaction.
• Handle any guest-related escalations or urgent requests that require immediate attention, making sound decisions to ensure resolution.
• Maintain and foster a positive and motivated work environment through consistent communication, recognition, and ongoing support for team members.
• Stay up to date with the latest trends and best practices in the short-term rental industry, ensuring that the team is always equipped with the knowledge needed to succeed.

Qualifications:

• Experience: Minimum of 3 years in customer service or property management, with at least 1 year of supervisory experience in a short-term rental or similar environment preferred.
• Technical Skills: Strong proficiency in Guesty or similar property management systems, along with familiarity with tools such as Notion, Slack, Airtable, Breezeway, and other software for task coordination and communication.
• Leadership Skills: Proven ability to lead, coach, and motivate a team, providing guidance and fostering a positive and productive work environment.
• Communication Skills: Excellent written and verbal communication skills, with a focus on professionalism, empathy, and quick response times in all guest interactions.
• Customer Service: Exceptional customer service skills, with the ability to resolve guest issues in real time, ensuring a positive guest experience.
• Problem Solving Skills: Strong problem-solving skills with the ability to manage complex situations under pressure and deliver solutions promptly.
• Organizational Skills: Highly organized and detail-oriented, with the ability to multitask and manage a fast-paced workload.
• Flexibility: Availability to work various shifts to ensure 24/7 guest coverage as needed.
• Growth-Oriented Mindset: Enthusiastic about professional development and contributing to the growth and success of the team and company.

If you are a motivated leader with a passion for delivering exceptional guest experiences and a track record of successful team management, we encourage you to apply and become a key part of Renjoy’s continued growth and success!