What are the responsibilities and job description for the LEAD GUEST SERVICES AGENT position at Vacation HR?
Pensacola Beach Properties aims to attract, hire, and cultivate the area's best talent!
Pensacola Beach Properties, established in 2009, provides vacation rental owners with high-quality property management, we provide guests with unforgettable vacation experiences, and we provide our employees with rewarding careers. We are an exciting, growing, fun, and fast-paced vacation rental company that manages properties across the panhandle of Florida!
Pensacola Beach Properties is a faith-based company. Our company motto is "Because you Matter." We respect and appreciate all people. Our mission is to "Steward all people and properties entrusted to us with integrity and excellence." Our core values are Be Respectful, Be Excellent, Be Accountable, and Be a Leader. Be REAL!
Job Overview:
We are looking for an energetic, detailed-oriented individual who has both excellent customer service skills and is experienced with employee management. Strong computer skills, problem solving, and multi-tasking abilities are a must!
JOB DESCRIPTION-LEAD GUEST SERVICES AGENT
Job Title: PBP - Lead Guest Services Agent
Department: Guest Services
Position Summary
The guest services team is the first point of contact for in-house guests and our property management team. The Lead Guest Service Agent is the team’s first line of defense in escalated situations. The Lead Guest Service Agent is a dynamic leadership role responsible for handling and reporting escalated guest concerns, assisting with training and coaching, and stepping in to help Guest Service Agents and Guest Services Management as needed.
Duties & Responsibilities
- Handling and resolving escalated guest concerns with professionalism, integrity, and kindness to ensure positive end-of-stay feedback when guests experience inconveniences during their vacations.
- Handling guest requests for compensation when problems occur during the guest’s stay.
- Setting a positive example for members of the Guest Services team in keeping with the company’s values and non-negotiables.
- Detailed reporting of escalated guest and employee concerns to Guest Services Managers.
- Delegation of high-priority tasks to members of the Guest Services Team.
- Coaching Guest Services Team members in real time with the utmost care and professionalism.
- Training & development of new team members.
- Answering calls, emails, and texts directed to the guest services team from in-house guests, team members, and others.
- Promptly communicating updates and issues to in-house guests and other team members.
- Reporting, assigning, and scheduling maintenance and general tasks to our property management team.
- Responding to guest complaints and concerns with enthusiasm, empathy, and warmth.
- Troubleshooting common guest concerns and property issues.
- Utilizing available system resources to provide answers to common questions.
- Maintaining a working knowledge of all software and systems used in the guest services environment.
- Communicating and making updates to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.
- Communicating real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner’s associations.
- Communicating guest details to condo associations and homeowner’s associations as needed.
- Maintaining detailed records of communication received, communication sent, and action taken within system notes.
- Maintaining a friendly working relationship with all coworkers, third-party vendors, and other departments within the company.
Desired Skills -
- Ability to navigate difficult situations with professionalism, integrity, and kindness.
- Ability to be highly adaptable in an evolving department.
- Strong verbal and written communication skills
- Strong Windows desktop navigation skills
- Strong attention to detail
- Familiarity with the properties, companies, and guest destinations in the area where the position is located.
- Ability to stay organized and effectively manage time.
- Competency in Microsoft Office Suite with an emphasis on Outlook and Excel.
- Typing speed of 60-70 WPM
Schedule -
The shifts for this position are between the hours of 8am-4pm and 9am-5pm, Sunday through Saturday. It is typical to work a combination of shifts during a single week. Weekend work is required.
