Guest Experience Specialist

andCo Hospitality, a Certified B Corp; Kissimmee (FL); On-site; USD 22,000 - 30,000; Full time

Job summary

andCo Hospitality is seeking a Guest Experience Specialist to elevate stays across our Florida properties. You will handle guest and owner interactions with warmth, manage inquiries, and keep reservations running smoothly.

Your role supports a truly guest-centric experience and contributes to a collaborative team culture. You’ll help with deposits, reservations, and account questions while maintaining brand standards and proactive communication across channels.

Qualifications

• High school diploma and 1+ year of related experience (3+ years preferred).
• Proficiency with Word, Excel, and Outlook.

Responsibilities

• Answer inbound guest and owner calls with warmth and professionalism.
• Make outbound calls to confirm arrivals and support reservations.
• Assist guests and owners with bookings, planning, and account questions.
• Process helpdesk reservations, requests, and inquiries accurately.
• Support owners with deposits and exchange coordination.
• Handle owner collection calls and follow up on past-due balances.
• Present Deedback options and guide next steps to owners.
• Field title inquiry calls and provide ownership information.
• Resolve guest and owner concerns promptly, including escalations.
• Stay updated on current rates, promotions, and rental updates.
• Keep guest and departmental communications aligned with brand standards.
• Support special projects like lockouts, commissions, and LRP.

Skills

Active listening

Multitasking

Customer-focused

Detail-oriented

Time management

Verbal communication

Written communication

Education

High school diploma

Tools

Microsoft Word

Excel

Outlook

Job description

At andCo Hospitality, we're all about turning vacations into stories worth telling.

Ev er had a trip so good you considered staying forever? Yeah - same. That's kind of our thing.

We’re a hospitality group obsessed with creating memorable stays across our resort properties in Florida, Colorado, and New Jersey. Fr om sun-soaked beach days to crisp mountain mornings, our corporate team works behind the scenes to make every guest experience feel effortless, thoughtful, and genuinely welcoming.

Right now, we’re looking for a Guest Experience Specialist - someone who loves helping people, handles complex guest and owner needs with confidence, and knows how to turn every interaction into a great first impression.

Here’s What You’ll Be Up To

• Answer inbound guest and owner calls with warmth, clarity, and professionalism- because first impressions matter
• Make proactive outbound calls to confirm arrivals and support upcoming reservations
• Assist guests and owners with booking reservations, vacation planning, and account questions
• Process helpdesk reservations, requests, and inquiries accurately and on time
• Support owners with vacation deposits and exchange company coordination
• Handle inbound and outbound owner collection calls- answering payment and account questions and following up on past-due balances with professionalism and care
• Present Deedback options to owners, explaining the process clearly and guiding them through next steps
• Field title inquiry calls, providing owners with accurate information on ownership, deeds, and title status
• Resolve owner and guest concerns promptly and professionally, including complex and escalated requests
• Stay in the know on current rates, promotions, and rental updates for all properties
• Use sound judgment, product knowledge, and problem-solving skills in every interaction
• Keep guest and departmental communications consistent, accurate, and aligned with brand standards
• Support special projects like lockouts, commissions, and LRP
• Contribute to a positive, ethical, and collaborative team environment
• Jump in on additional projects and initiatives as needed- teamwork makes the dream work.

You’re Great Because

• You’re an active listener who communicates clearly- both verbally and in writing
• You’re comfortable multitasking across multiple computer programs at once
• You’re customer-focused, detail-oriented, and genuinely enjoy helping people
• You stay calm under pressure and handle challenges with patience and tact
• You’re self-motivated, organized, and manage your time effectively
• You work well with different personalities and contribute positively to team goals
• You have a high school diploma and at least one year of related experience (three or more years preferred)
• You’re proficient in Microsoft Word, Excel, and Outlook
• Bonus points if you have RCC knowledge or are bilingual

Why You’ll Love It Here

We’re unapologetically innovative, sustainability-minded, and people-first. We believe hospitality should feel inclusive, human, and intentional- never stuffy, never forced. You’ll be supported, trusted, and encouraged to bring your whole self to work.