As a member of the Guest Services team, the Front Desk Associate will handle guest concerns and questions regarding their vacation from the time they are quoted a price until the time they check out of the property. Team members will work in multiple systems and work with multiple departments and third-party vendors to ensure the Guest has an optimal vacation experience throughout the guest life cycle based on the company’s culture, motto, and standard operating procedures put in place. Front Desk Associates will assist with all things relative to the guest experience including, but not limited to, booking, quoting, moves, transfer bookings, maintenance requests, troubleshooting, management of critical guest documents, and cancellations/refunds.
Duties & Responsibilities
- Answer calls, emails, and texts directed to the Guest Services team from potential guests, upcoming guests, current guests, team members, vendors, and others.
- Assist walk ins with any requests or issues.
- Promptly communicate updates and issues to in-house guests and other team members.
- Report, assign, and schedule maintenance and general tasks to the property management team.
- Respond to guest complaints and concerns with enthusiasm, empathy, and warmth.
- Troubleshoot common guest concerns and property issues.
- Utilize available system resources to provide answers to common questions.
- Maintain a working knowledge of all software and systems used in the guest services environment.
- Communicate and make updates in the systems to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.
- Communicate real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner’s associations.
- Communicate guest details to condo associations and homeowner’s associations as needed.
- Maintain detailed records of communication received, communication sent, and action taken within system notes.
- Assist guests with bookings for future reservations including snowbirds.
- Take guest payments.
- Handle guest refunds.
- Register guests for parking, wristbands, or beach chair service.
- Handle difficult conversations such as moves, transfers, or guest concerns.
- Assist guests throughout their guest life cycle. (i.e., quoting dates, booking reservations, and utilizing available system resources to provide answers to guests).
- Handle a variety of administrative tasks relative to revenue-generating tasks for payments, golf carts, pool heating, gap nights, etc.
- Provide input for creating and improving departmental policies and procedures.
- Send reminders for contracts that are pending or late. (Including Snowbirds, Golf Carts, and Bikes.)
- Keep track of golf cart agreements & deposits for properties with golf carts.
- Act in accordance with our motto, non-negotiables, and core values.
- Maintain a friendly working relationship with all coworkers, third party vendors, and other departments within the company.
Non-Essential Job Functions
- Run occasional errands for the office staff. These errands may include, but are not limited to, mailing items left by guests, delivering items to properties, and other assigned errands.
- The Employee may be required to conduct inspections and general maintenance as assigned to assist operations.
- Complete additional duties assigned by the Guest Services Manager as needed.
Desired Skills
- Maintain the motto, mission, and core values in all you do.
- Greet customers in person, and on the telephone, as required.
- Assist managers with reservations, sales, and administrative duties.
- Create critical office documents, forms, processes, and procedures as assigned.
- Experience with Microsoft Office Suite.
- Strong verbal & written communication skills.
- Strong Windows desktop navigation skills.
- Strong attention to detail.
- Stay calm and be kind in potentially high-stress situations.
- Be familiar with the vacation rentals, property management & guest destinations
- Stay organized and effectively manage your time.
- Typing speed of 50-60 WPM
Qualifications
- High School Diploma or GED
- At least 1 year of customer service experience
- Availability to work nights, weekends, and holidays in the office.
- Reliable transportation to and from work.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Prolonged periods of standing and moving from location to location.
- Must be able to lift up to 15 pounds at times.
