Cozy Group · 2 months ago
Guest Relationship Manager
Miami, FL
Full-time
Hybrid
Mid LevelCozy Group is a dynamic company in the short-term rental industry seeking a passionate Guest Relationship Manager. In this role, you will create exceptional guest experiences, build strong relationships, and ensure guest satisfaction throughout their stay.
Real Estate
Responsibilities
Act as the main point of contact for guests, providing warm welcomes, facilitating check-ins, and ensuring a seamless arrival experience
Proactively communicate with guests before, during, and after their stay, addressing any questions, concerns, or special requests
Handle guest inquiries, requests, and complaints promptly and professionally, offering personalized solutions and ensuring guest satisfaction
Maintain a thorough understanding of the local area, including recommendations for dining, entertainment, and attractions, to enhance the guest experience
Collaborate with the operations team to ensure all properties are clean, well-maintained, and meet company standards and guest expectations
Coordinate with housekeeping and maintenance teams to address any property-related issues and ensure timely resolutions
Conduct regular property inspections to ensure cleanliness, functionality, and adherence to brand standards
Assist with managing reservations, including updating availability, processing bookings, and coordinating changes or cancellations
Utilize property management software to manage guest communication, track guest feedback, and maintain accurate guest records
Monitor guest reviews and ratings, respond to feedback, and implement strategies to continuously improve guest satisfaction and loyalty
Collaborate with the marketing team to develop guest loyalty programs and initiatives to enhance guest satisfaction and promote repeat business
Stay up-to-date with industry trends, competitor analysis, and best practices to enhance the guest experience and maintain a competitive edge
Qualification
Required
Bachelor's degree in hospitality, business administration, or a related field is preferred
Previous experience in the hospitality industry, specifically in guest relations or customer service roles
Exceptional communication and interpersonal skills, with the ability to interact professionally and empathetically with guests
Strong problem-solving skills and the ability to handle guest concerns and complaints with patience and positive attitude
Excellent organizational skills, with the ability to multitask, prioritize, and meet deadlines in a fast-paced environment
Attention to detail and a commitment to delivering exceptional guest experiences
Proficiency in using technology, including property management software, customer relationship management (CRM) tools, and communication platforms
Knowledge of local attractions, services, and amenities to provide personalized recommendations to guests
Flexibility to work weekends, holidays, and on-call shifts, as needed
Fluency in English and Spanish
Company
Cozy Group
Cozy is a leading operator of diverse real estate assets, including residential properties and boutique hotels.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Petar Lazic
Managing Partner
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