Guest Services Specialist

The Guest Services Specialist is responsible for enhancing the customer experience and

ensuring the most professional and flawless guest experience possible.

Duties and Responsibilities

Some of the duties and responsibilities include:

Guest Communication & Support

• Provide exceptional guest service via phone, email, text, and chat.
• Rapidly respond to guest requests, inquiries, and issues before check-in, during their stay, and after check-out.
• Monitor and respond promptly and with empathy to voicemails, text messages (Akia), and after-hours communications.
• Troubleshoot daily unplanned issues, including escalated situations, ensuring timely and effective resolution.

Reservation & Booking Management

• Use our PMS (Track) to manage reservations, including making and modifying bookings, processing cancellations, and moving guests due to unforeseen circumstances (e.g., property damage).
• Review next-day check-in reports to ensure all requirements are met (zero balance, signed agreements, age verification, door codes, etc.).
• Work proactively to resolve any pre-arrival issues impacting a guest’s experience.
• Support the Reservations team by creating bookings as needed.

Collaboration & Teamwork

• Act as a fully remote yet engaged team member, maintaining a strong presence in chat and other communication channels.
• Attend and contribute to team meetings and discussions.
• React quickly to requests from guests and teammates, providing accurate and efficient support.
• Work closely with the HV team to enhance all aspects of the guest experience.
• Assist with projects and tasks assigned by the Guest Services Manager.

Job purpose:

Operations & Problem-Solving

• Enter and review work orders for the maintenance department in our QA software (Breezeway).
• Review and respond to after-hours and reservations voicemail/texts as needed.
• Assist in resolving operational challenges that arise daily, including urgent guest needs, maintenance issues, and escalations.

Process Improvement & Continuous Learning

• Participate in training and ongoing self-education to improve system knowledge and share insights with the team.
• Engage in continuous process improvement initiatives and contribute to EOS (Entrepreneurial Operating System) goals.
• Understand and align with Company and departmental objectives.

Job Types: Full-time, Part-time

Pay: From $13.00 per hour

Expected hours: 30 per week

Schedule:

• Day shift
• Weekends as needed

Work Location: In person

Salary : $13