Guest Services Agent

Position Summary 

The guest services team is the first point of contact for in-house guests and our property management team. The Front Desk Associate communicates with our guests and operations team to fulfill maintenance requests, troubleshoot basic issues, and follow up on completed or pending tasks. This position ensures that our guests receive help in real time and that our operations team has the information they need to quickly resolve guest issues. 

Duties & Responsibilities 

• Answering calls, emails, and texts directed to the guest services team from in-house guests, team members, and others. 

• Promptly communicating updates and issues to in-house guests and other team members.  

• Reporting, assigning, and scheduling maintenance and general tasks to our property management team. 

• Responding to guest complaints and concerns with enthusiasm, empathy, and warmth. 

• Troubleshooting common guest concerns and property issues.

• Utilizing available system resources to provide answers to common questions. 

• Maintaining a working knowledge of all software and systems used in the guest services environment. 

• Communicating and making updates to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date. 

• Communicating real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner’s associations. 

• Communicating guest details to condo associations and homeowner’s associations as needed. 

• Maintaining detailed records of communication received, communication sent, and action taken within system notes. 

• Maintaining a friendly working relationship with all coworkers, third party vendors, and other internal departments. 

• Creating and updating reservations in the company’s booking systems. 

• Responding to reservation inquiries from potential guests. 

• Performing updates to system resources. 

• Handling guest requests for compensation when problems occur during the guests stay. 

• Completing additional duties assigned by the Guest Services Manager as needed.

Desired Skills 

• Strong verbal and written communication skills 

• Strong Windows desktop navigation skills 

• Strong attention to detail 

• Ability to stay calm and be kind in potentially high stress situations. 

• Familiarity with the properties, companies, and guest destinations in the area where the position is located. 

• Ability to stay organized and effectively manage time. 

• Competency in Microsoft Office Suite 

• 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. 

Schedule 

• Up to 5 days per week. 

• Weekend work is required.