Guest Services Agent

Join the Emerald Coast Retreats Guest Services Team!

Are you ready to make a difference in the hospitality industry? Emerald Coast Retreats is seeking passionate individuals to join our dynamic Guest Services Team!

As a Guest Services Agent, 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, 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.

If you’re enthusiastic, service-oriented, and ready to be part of a thriving team, we want to hear from you! Join us at Emerald Coast Retreats and help create unforgettable experiences for our guests while building a fulfilling career.

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: AwayDay, LLC

Job Responsibilities:

• 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.
• Share guest details with condo associations and homeowners' associations as necessary.
• 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.

Qualifications:

• 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.
• Typing speed of 50 words per minute or more.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities.

Schedule:

This is a full-time position based in Panama City Beach, FL. Scheduled shifts are determined by business needs and typically fall between 8 AM and 10 PM, with common shifts being 8 AM to 4 PM or 2 PM to 10 PM. Please note that weekend work is required.

Benefits:

Full time employees will be eligible for PTO, participation in a 401K plan, health insurance benefits, and life insurance.

About Us:

Emerald Coast Retreats is an equal opportunity employer 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.

Our commitment to diversity extends to all employment practices, including hiring, recruitment, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. At Emerald Coast Retreats, our hiring decisions are based solely on qualifications, merit, and business needs at the time.

Join us in creating memorable vacation experiences and building fulfilling careers!