Guest Service Agent

Description

Guest Service Agent

Our team is dedicated to creating memorable vacation experiences for our guests while providing exceptional service and support throughout their stay. As a Guest Services Agent , you will play an important role in ensuring our guests feel welcomed, valued, and taken care of from the moment they arrive until they depart.

This position is ideal for someone who thrives in a fast-paced hospitality environment, enjoys helping people, and takes pride in finding solutions. You will work closely with our guests, property management teams, maintenance teams, and other departments to ensure every interaction reflects our commitment to outstanding service and operational excellence.

The Guest Services Agent serves as a key point of contact for in-house guests, assisting with questions, requests, concerns, and service needs. This role supports the guest experience by providing timely communication, coordinating resolutions, and ensuring property information remains accurate and up to date.

The ideal candidate is a hospitality-minded professional who is organized, responsive, and passionate about creating positive experiences for guests staying in our vacation rental properties.
Essential Responsibilities

• Serve as a primary point of contact for escalated guest concerns, providing thoughtful solutions while maintaining a high level of service and professionalism.

• Respond to guest communications through phone calls, emails, and text messages in a timely and friendly manner.

• Communicate updates, resolutions, and important information to guests and internal teams throughout the guest journey.

• Partner with Property Management and Maintenance teams to report, assign, and coordinate service requests and property-related needs.

• Respond to guest complaints and concerns with empathy, urgency, and a solutions-focused approach.

• Ensure all guest communications regarding properties, amenities, and services are accurate, timely, and consistent with company standards.

• Maintain detailed documentation of guest interactions, requests, resolutions, and follow-up actions within company systems.

• Create and update guest reservations using company booking systems.

• Assist prospective guests with reservation inquiries and provide knowledgeable support throughout the booking process.

• Handle guest requests for compensation or service recovery in accordance with company guidelines.

• Maintain strong working relationships with team members, vendors, homeowners, and other departments.

• Support a positive guest experience by anticipating needs and proactively addressing concerns.

Requirements

What We're Looking For

• Previous hospitality, vacation rental, hotel, reservations, or customer service experience preferred.

• A genuine passion for helping people and creating memorable guest experiences.

• Strong communication skills with the ability to interact with guests in a professional, warm, and welcoming manner.

• Ability to handle challenging situations with patience, empathy, and confidence.

• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Strong attention to detail and the ability to maintain accurate records.

• Comfort learning and utilizing technology, reservation systems, and internal platforms.

• A team-oriented mindset with a willingness to collaborate across departments.

Physical Requirements

• Ability to sit, stand, and move throughout the workday while performing guest service and administrative responsibilities.

• Ability to use a computer, telephone, mobile devices, and other office equipment for extended periods.

• Ability to communicate effectively in person, over the phone, and through written communication.

• Ability to occasionally lift, carry, push, or pull items weighing up to 25 pounds, such as office supplies, guest items, or operational materials.

• Ability to navigate office environments and, when needed, visit vacation rental properties to assist with guest service needs.

• Must be able to work in a fast-paced environment while maintaining attention to detail and a professional demeanor.