Guest Services Agent

Spinnaker Resorts; Ormond Beach (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Weekly Pay & Direct Deposit

Health Insurance (Medical/Vision/Dent

Paid Time Off (PTO)

Job summary

Spinnaker Resorts is seeking a Guest Services Agent to deliver outstanding customer service to owners and guests. You will handle check-ins/outs, phone inquiries, and ensure a positive start to every stay.

You will interact with guests from arrival through farewell, follow company standards, and coordinate with other departments to resolve requests. The role emphasizes friendliness, reliability, and clear communication.

Qualifications

• Verbal and written communication with owners, guests, vendors, employees.
• Neat, clean appearance and friendly, outgoing personality.
• Punctual and reliable for scheduled shifts.
• Ability to follow directions accurately.

Responsibilities

• Assist with front desk operations: check-in/check-out, phone calls, guest interactions.
• Know roles of corporate departments, managers and directors.
• Call guests from wait list for early check-in.
• Follow ADA rules for Service Animals.
• Provide detailed work orders through HotSOS with follow-up.

Skills

Verbal and written communication

Punctual

Customer service

Friendly personality

Education

High School Diploma or GED

Job description

Spinnaker Resorts develops, markets and provides property management for 12 resorts that offer different experiences, as each location has unique topography and local flavor. From the low-key coastal paradise of Hilton Head Island, South Carolina, to the sunny shores of Ormond Beach, Florida, to the neon and natural draw of the Ozarks in Branson, Missouri, or to the historical charm of Williamsburg, Virginia – Spinnaker Resorts has developed resorts that our owners and guests love to return to after previously experiencing vacation days filled with leisure and exploration.

An award-winning vacation ownership company, Spinnaker Resorts offers a variety of opportunities for talented individuals who seek a rewarding career in helping make vacation ownership dreams come true. What makes us memorable, in addition to our excellent quality accommodations, amenities and property management, is our company’s exceptional customer service and dedication to our owners and guests.

As we continue to expand our operations, consider starting a career with a company made up of over 600 industry professionals dedicated to one common goal: providing our owners and guests with the most extraordinary vacation experience possible.

JOB DESCRIPTION SUMMARY

The Guest Services Agent will deliver outstanding customer service to our owners and guests and is responsible for upholding SDC Property’s standards and practices. The Guest Services Agent will provide meaningful and positive interactions with guests from the phone, during check-in, throughout the duration of the stay and finally to the conclusion during the check-out process.

DUTIES AND RESPONSIBILITIES

• Participate in daily operations of the Front Desk, including but not limited to the front desk check list, answering phone calls, checking guests in and out, and creating positive and helpful interactions with our owners and guests.
• Know the general roles and responsibilities of corporate departments, managers, and directors.
• Support our “guest service approach” by ensuring guests are called from the wait list for early check-in as soon as possible.
• Follow all ADA rules as they pertain to Service Animals.
• Provide detailed work orders through HotSOS along with exceptional follow-up to all guests requiring this service.
• Ensure safety and security for all our guests and owners.
• Ensure all cash is secure at the front desk.
• Ensure package handling and check requests are done following proper procedures.
• Have knowledge of the RCI and II exchange process, ownership, inventory, and rental types to include 3 rd party intermediaries along with booking rules and processes in order to better assist our guest and owners.
• Provide constant communication with the marketing team with regards to tour guests experiencing any issues.
• Communicate clearly and precisely with both owners/guests and interdepartmentally.
• Be informative and suggestive with good local area knowledge and general information about our properties.
• Accurately check in guests and provide them with a positive start to their vacation experience.
• Post payments to guest folios, ensuring that the guests have paid for their stay prior to checking in, that all assessment dues are collected and obtain appropriate authorizations for incidentals.
• Give a professional and warm farewell to our guests.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• High School Diploma or GED
• Neat clean appearance, warm, welcoming, friendly, and outgoing personality.
• Verbal and written communication skills for interaction with owners, guests, vendors, employees, and the public, using tact and poise.
• Follows directions with accuracy and positive attitude.
• On time for scheduled shifts and always shows up for work.

BENEFITS (if eligible)

• Weekly Pay and Direct Deposit
• Health Insurance (Medical/Vision/Dental)
• Company-Paid Life Insurance
• Paid Time Off (PTO) Program
• Paid Vacation and Holiday Pay
• 401 (K) Retirement Plan with a Company Match (based on eligibility)
• Employee Wellness Programs
• Fitness Center Reimbursement
• Ongoing Professional Development Opportunities
• Employee Family & Friends Discounted Stays
• Various Employee Discounts (Local Businesses and National Retailers)
• Employee Recognition and Appreciation Events (Annual Employee Picnic & Holiday Party)
• Company-Supplied Uniforms and Equipment (Applicable Positions)