Guest Services Agent

Job Overview:

The guest services team is the first point of contact for in-house guests and our property management team. The Guest Services Agent 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.

Job Responsibilities:

• Answer calls, emails, and texts directed to the guest services team from in-house guests, team members, and others.
• Communicate updates and issues to in-house guests and other team members.
• Report, assign, and schedule maintenance and general tasks to our property management team.
• Respond to guest complaints and concerns with enthusiasm, empathy, and warmth.
• Maintain a working knowledge of all software and systems used in the guest services environment.
• Communicate and make updates 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.
• Maintain friendly working relationship with all coworkers, third party vendors, and other departments.
• Commute to properties to address in person needs as necessary.

Qualifications:

• High School Diploma or GED.
• Minimum of 1 year of customer service experience.
• Availability to work nights, weekend, and holidays in the office.
• Reliable transportation to and from work.

Schedule:

This is a full-time position located in Destin, FL. Working days are Sunday through Saturday with scheduled shifts based on business needs. Work hours are 9 am to 5 pm. Saturdays are required.

About Us:

At Emerald Coast Vacation Rentals, we provide vacation rental owners with high quality property management and unforgettable vacation experiences. Additionally, we care for our employees and offer them rewarding careers. We are an exciting, growing, fun and fast-paced vacation rental company that manages beautiful properties in the panhandle of Florida! Company Website: https://www.ecvr.com/

Emerald Coast Vacation Rentals is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Emerald Coast Vacation Rentals makes hiring decisions based solely on qualifications, merit, and business needs at the time.