Guest Services Agent

Better Talent by Laveer & Co.; Pensacola (FL); On-site; USD 24,796 - 27,552; Full time

Benefits offered by this job

Health insurance

Paid time off

Gym memberships or discounts

Employee recognition programs

Job summary

A leading vacation rental company in Pensacola is seeking a Guest Services Agent to be the primary contact for guests. In this role, you'll handle inquiries, manage reservations, and coordinate guest services to ensure exceptional hospitality. The ideal candidate will have strong communication and organizational skills, and experience in customer service or hospitality is preferred. This position offers a competitive hourly wage along with benefits, set in a vibrant coastal environment.

Qualifications

• Previous experience in hospitality or vacation rental management preferred.
• Ability to work flexible hours, including weekends and holidays.
• Calm under pressure and able to manage multiple tasks.

Responsibilities

• Respond promptly and professionally to guest inquiries.
• Process bookings, cancellations, and modifications.
• Provide real-time support during guest arrivals and departures.
• Address guest concerns and maintenance requests efficiently.
• Collaborate with housekeeping and operations teams.
• Maintain accurate records of guest interactions.

Skills

Strong communication skills

Organizational skills

Customer service experience

Knowledge of local attractions

Tools

Microsoft Office

Property management systems

Job description

Company Overview

Join Our Dynamic Team at Luxury Coastal Vacations in Perdido Key/Orange Beach/Gulf Shores/Fort Morgan!

Are you passionate about customer service and building meaningful relationships? Do you thrive in a fast-paced, team-oriented environment? If so, we’d love for you to join our team at Luxury Coastal Vacations in Perdido Key/Orange Beach/Gulf Shores/Fort Morgan!

What We Offer

• A Rewarding and Inclusive Work Environment—Join a company with a vibrant culture where your contributions are valued, and you’ll directly impact our success.
• Supportive Team Atmosphere – Work alongside an energetic, hard-working team committed to delivering top-notch customer service to our Property Owners.
• Amazing Growth Potential – Luxury Coastal Vacations is rapidly growing, and this position offers room for personal and professional development.
• Beautiful Location – Enjoy the perks of working in the stunning Perdido Key/Orange Beach/Gulf Shores/Fort Morgan area, with breathtaking views and a relaxing atmosphere!

Position Summary

Luxury Coastal Vacations is seeking a dedicated Guest Services Agent to serve as the primary point of contact for our valued guests throughout their vacation experience. In this role, you'll work closely with cross-functional teams to orchestrate seamless stays at our luxury coastal properties in Pensacola, FL. You'll be the friendly voice and helping hand that ensures every guest interaction reflects our commitment to exceptional hospitality, from initial inquiry through departure. This position offers the opportunity to build meaningful relationships with guests while coordinating with housekeeping, maintenance, and operations teams to deliver memorable vacation experiences in one of Florida's most beautiful coastal destinations.

Responsibilities

• Guest Communication: Respond promptly and professionally to guest inquiries via phone, email, messaging platforms (e.g., Airbnb, VRBO), and internal systems.
• Reservation Management: Process bookings, cancellations, and modifications across multiple platforms.
• Pre-Arrival Coordination: Ensure all check-in details, property access instructions, and amenities are communicated clearly to guests before arrival.
• Check-In/Check-Out Support: Provide real-time support during guest arrivals and departures, resolving any issues that arise.
• Issue Resolution: Address guest concerns, maintenance requests, or complaints efficiently, escalating to the appropriate team when needed.
• Internal Coordination: Collaborate with housekeeping, maintenance, and operations teams to ensure properties are clean, well-stocked, and ready for guest stays. Ensure HOA and properties activities are updated, and team is notified. Monitor calendar with any updates that would affect daily operations.
• Documentation & Reporting: Maintain accurate records of guest interactions, issues, and property statuses in company systems. Provide reports to GM when needed.
• Quality Assurance: Monitor and respond to guest feedback and reviews, ensuring to identify areas for improvement in service and property presentation.

Qualifications

• Previous experience in hospitality, customer service, or vacation rental management preferred
• Strong communication skills (verbal and written)
• Excellent organizational skills and attention to detail
• Proficient in Microsoft Office and/or property management systems
• Ability to work flexible hours, including weekends and holidays
• Calm under pressure and able to manage multiple tasks simultaneously
• Knowledge of local areas and attractions is a plus

Compensation & Benefits

Hourly Salary: $18.00 - $20.00

Bonus: There's an opportunity to earn more based on KPIs built out to achieve overall superior guest experience

Benefits

• Paid time off such as PTO, sick days, and vacation days
• Health insurance, Dental, and Vision insurance
• Life insurance
• Retirement benefits or accounts
• Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
• Long term and Short term disability insurance
• Gym memberships or discounts
• Employee recognition programs