Hospitality Support Specialist

Job Summary

The Hospitality Support Specialist supports the entire integration process from end to end of onboarding new owners into the rental program. This role involves guiding homeowners through every step of the onboarding process—from the execution of the Hospitality Agreement to ensuring their property is ready for its official listing. Serving as the primary point of contact throughout this phase, the Hospitality Support Specialist provides expert guidance, coordinates necessary services, and fosters effective communication between homeowners and internal teams. Additionally, this role supports the ongoing administrative management of each property throughout the year, overseeing elements such as listing updates, insurance compliance and monthly statements. The ideal candidate will possess excellent communication skills, an exceptional eye for detail, and a genuine passion for delivering exemplary customer service.

Job Duties And Responsibilities (Essential Functions)

• Act as a resource to the Real Estate team for any Hospitality homeowner-related questions before the onboarding process.
• Provide accurate and timely answers to questions that Real Estate team.
• Ensure a seamless transition from Real Estate to Hospitality Program Onboarding, ensuring no disruption in the customer experience.
• Follow up with email communications, providing additional answers or clarifications.
• Serve as the main contact for the homeowner until their home is fully onboarded into the Hospitality Program.
• Provide homeowners with a full welcome to the program and be their primary point of contact during the setup phase.
• Responsible for the home preparation process, including ordering linens, locks, and other necessary items to outfit the home.
• Coordinate any required cleanings, furnishings, installations, and other preparations needed for the home to be fully ready for photography and listing.
• Ensure that all construction, furnishing, and installation are complete and that the home is 100% ready to be outfitted for the Hospitality Program.
• Coordinate with the photographer to schedule and facilitate listing photos including rental updates as needed.
• Collaborate with the Homeowner Communication Lead to determine the property’s zone.
• Introduce the new homeowner to their Zone Manager.
• Collaborate with the Business team to set rates and fees.
• Provide the homeowner with access to the owner portal.
• Ensure that homeowner insurance policies are current and compliant with Hospitality Program requirements.
• Support the Homeowner Communication Lead and Zone Management teams with homeowner communications as needed.
• Approve and process monthly homeowner statements.
• Oversee implementation of in-home vacation guides.
• Provide coverage of inboxes for Zone Managers who are out of the office.
• Assist with inspections and other zone management tasks during peak seasons.
• Perform other duties as assigned.
  
  

Knowledge/Skills/Abilities

• Exceptional verbal and written communication skills.
• Positive, upbeat, and friendly attitude, able to communicate well in a small group setting.
• Project management skills, ability to manage multiple ongoing projects at different stages
• Ability to multitask, prioritize, and manage multi-faceted to-do lists; remain focused and on task.
• Strong ability to pay close attention to detail.
• Demonstrate the ability to lead effectively.
  
  

Qualifications

• High school diploma or equivalent; additional education or certifications in hospitality is a plus.
• Previous experience in hospitality, vacation rentals, or customer service-focused roles.
• Experience with inbound or outbound sales calls preferred
• Proficient in Microsoft Word and Excel, Google Drive and Outlook; keyboarding and 10-key efficiency required
• Availability to work varied shifts including nights, weekends and holidays
• All candidates must pass a background check prior to employment.
  
  

Physical Requirements

• Must be able to remain in a seated position for prolonged periods while managing calls and computer tasks.
• Indoor/outdoor environment subject to changing conditions and temperatures.
• Ability to lift, carry, push, and pull objects weighing up to 50 pounds occasionally.
  
  

Hourly Rate: $20

Seabrook Offers

• Medical, Dental and Vision Insurance for all full-time team members
• 401(k)
• Basic Life Insurance – 100% Company Paid
• Voluntary Life, Critical Illness and Accident Insurance
• Paid Time Off:
• 10 days (80 hours) earned with up to 1 year of service.
• 15 days (120 hours) earned up on completing 1-4 years of service.
• 20 days (160 hours) earned upon completing 5-9 years of service.
• 25 days (200 hours) earned upon completing 10 years of service.
• Employee Assistance Program
• Teladoc Virtual Services
• Tuition Reimbursement
• Discounts and Rental Credits
  

Seabrook is an equal opportunity employer, committed to fostering an inclusive and diverse workplace. We encourage candidates of all backgrounds to apply.