Guest Services Specialist-Seasonal
1 week ago
Position Summary
As a Guest Services Specialist, you'll be the first point of contact for our in-house guests and property management teams. You will play a vital role in fostering guest satisfaction by communicating effectively with guests, operations teams, and owner relations teams. Your responsibilities will include addressing maintenance requests, troubleshooting basic issues, assisting with reservations, and following up on tasks to ensure smooth operations. You'll be the key to providing real-time assistance to our guests and ensuring our operations teams have the information they need to swiftly resolve any issues.
As part of our application process, we require all candidates to complete the Culture Index survey. This brief survey helps us understand your unique strengths and how you may fit into our team culture. Please take a moment to complete it at the time you submit your application. See the link below:
Culture Index Assessment
Requirements
Job Responsibilities:
- Greet all guests and make them feel welcome upon arrival and departure.
- Answer calls, emails, and texts directed to the Guest Services Team from in-house guests, team members, and others.
- Communicate updates and address issues promptly with in-house guests and fellow team members.
- Report, assign, and schedule maintenance and general tasks for our property management team.
- Respond to guest complaints and concerns with enthusiasm, empathy, and warmth.
- Maintain a thorough understanding of all software and systems used in the Guest Services environment.
- Ensure all information communicated to guests about the properties is accurate, timely, and up to date.
- Provide real-time updates to guests regarding routine maintenance and notices from condo associations and homeowners' associations.
- Keep detailed records of communications received, sent, and actions taken within system notes.
- Foster friendly working relationships with all coworkers, third-party vendors, and other departments.
- Upon request, provide guests with information regarding local activities such as skiing, snowmobile, fishing, dining, hiking etc
- Process check-in/check-out of guests; process any guest credits and/or charges.
- Act as an advocate for guests during their stay including efficient processing of all guest inquiries and/or complaints to appropriate personnel in order to maintain the highest level of guest satisfaction during their stay.
- High School Diploma or GED.
- Preferred: At least 1 year of customer service experience.
- Availability to work evenings, weekends, and holidays in the office.
- Reliable transportation to and from work.
- Preferred: Experience in rental management or hospitality services.
- Proficiency in Microsoft 365 tools.
- Strong communication skills, both verbal and written.
- Excellent problem-solving abilities.
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