***Thank you for your interest. At this time, all applicants will be required to take an assessment in order to be considered for this role. ***

Job Ad Title: Guest Relations Manager

Why you want to work for Casiola:

Are you someone who likes making others smile? Would you enjoy taking part in making a family's vacation experience extraordinary? If so, you are the type of person we are looking for! As our Guest Relations Manager we count on you to make sure that every guest has an EXTRAordinary hospitality experience.

Our mission

We create everlasting memories through EXTRAordinary hospitality

Our values

These are not just a bullet point list of good thoughts, these values are the core of our company and we live them out each and every day.

• We love our guests, our owners, our partners, and our teammates and we make sure they love us too.
• We love what we do and we do what we love.
• We love to do things differently, always finding a better way.
• We love promise keepers; we do what we say!
• We love doing the right thing, even when no one is watching.
• We love to keep things personal, simple and fun.
• And we love coffee and cake!

Who is Casiola?

Casiola is a fast growing, full-service short term rental management company that manages 500+ vacation homes in multiple destinations including Orlando, Miami, Tampa Bay, Houston, Spain and 130+ vacation homes in Aruba. Our homes range from 2 bedroom condos to 15+ bedroom villas with a pool. Our goal is to manage 750+ vacation homes by the end of 2025.

What you will bring to the table:

• High school diploma or equivalent required. College education preferred. We're looking for individuals who have demonstrated the ability to think critically, learn independently, and follow through on responsibilities.
• 1-3 years of reservations and customer/guest service experience required.
• Fluency in English and Spanish is required.
• A high degree of accuracy and attention to detail.
• Strong customer service orientation.
• Must be a great communicator, self-starter, go-getter, and creative problem-solver.
• Must be comfortable with with technology and proficient in Google Workspace (formerly Google Apps for Work).
• Must be able to work in a very fast-paced and deadline-driven environment.
• Must have a valid driver's license.
• Flexibility is essential - This is hospitality: we work days, nights, weekends, rotating holidays, and rotating on-call shifts.

What you will be doing for Casiola:

• Ensure that each guest encounter is a happy moment for the guest
• Provide EXTRAordinary hospitality to our guests
• Take full ownership of the guest experience and pursue 100% satisfaction
• Meet or exceed monthly company KPIs and goals
• Answer inbound phone calls in a timely manner (as many as 50 plus calls per day)
• Respond to emails in a timely manner (as many as 100 plus emails per day)
• Assist guests in booking their dream vacation
• Offer guests upgrades, enhancements to their reservation
• Follow up on all pending requests until completion
• Train new associates
• Strive to handle all guest issues and concerns and limit transfers to other departments to maximize the guest experience providing one-call resolution
• Ability to maintain composure and objectivity while under pressure
• The Successful Guest Service Manager will be a self-motivated, strong problem solver, able to build relationships with each guest

What's in it for you?

• Job Type: Full-time (40 hours per week, 5 days per week)
• Salary: AWG.50,000-58,000 per year DOE
• Language: English and Spanish required
• Work authorization: Local or have a valid residency or work permit for Aruba
• Pay Frequency: Monthly

The Guest Relations Manager that we hire must be a self-motivated professional able to work in a high paced environment. In addition, the Guest Relations Manager must have a positive attitude and a strong desire to be part of a growing team. We are looking to add customer service-minded professionals to the Casiola team, so if this sounds like you, please apply today!

READY TO JOIN THE CASIOLA FAMILY?

If you feel that you would be right for this position, please fill out our initial 3-minute, mobile-friendly application. Only those candidates who complete the assessment will be considered for this role. We look forward to meeting you!