Guest Service Specialist

Description

At Spinnaker's Reach Realty, hospitality is more than the service we provide-it is the way we treat people. This role brings that guiding principle to life through every phone call, email, text, and guest interaction.

The Guest Services Director is responsible for helping guests feel informed, heard, and genuinely cared for before, during, and after their stay. The right person will be friendly and approachable while also bringing exceptional attention to detail, sound judgment, proactive communication, and consistent follow-through.

• Manage all year-round guest communication by phone, email, text, and booking-platform messaging
• Respond to inquiries and book reservations
• Review reservations for accuracy, including dates, rates, fees, payments, and guest information
• Monitor payment deadlines and follow up as needed
• Help guests prepare for their stay and answer questions before and during arrival
• Resolve guest concerns calmly, thoughtfully, and with an appropriate sense of urgency
• Create guest-reported maintenance requests directly in Breezeway
• Coordinate with Maintenance, Property Management, Housekeeping, inspectors, and vendors when support is needed
• Keep guests informed and follow issues through resolution
• Review REVA guest feedback and share relevant comments with the appropriate internal teams
• Maintain clear and accurate reservation and communication records

Requirements

What We're Looking For

• Exceptional attention to detail
• Strong written and verbal communication skills
• A warm, calm, and professional approach
• Proactive thinking and dependable follow-through
• The ability to listen carefully and solve problems thoughtfully
• Strong organization and the ability to manage multiple priorities
• Comfort using technology and learning new systems
• Hospitality, vacation-rental, reservations, property-management, or customer-service experience preferred
• Familiarity with systems such as Microsoft Office, Breezeway, Track, booking platforms, and REVA guest review tools

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Frequent use of a computer, keyboard, telephone, and other standard office equipment.
• Ability to communicate effectively in person, by telephone, email, and text messaging.
• Ability to occasionally stand, walk, bend, and reach while assisting guests or coordinating with team members.
• Ability to move throughout office and property locations as needed.
• Ability to lift and carry up to 20 pounds on an occasional basis (such as office supplies, packages, or marketing materials).
• Ability to work in a fast-paced environment while managing multiple priorities and frequent interruptions.
• Availability to work a flexible schedule, including evenings, weekends, and holidays, as business needs require.

What Success Looks Like

Success in this role means reservations are accurate, payments are monitored, communication is timely, and guest concerns are followed through to completion.

Most importantly, guests should feel that they were treated with care, respect, and genuine hospitality throughout their experience.