Guest Services Support Coordinator

Garden City Realty; South Carolina; On-site; USD 27,552 - 33,062; Full time

Job summary

Garden City Realty, Inc. is seeking a Guest Services Support Coordinator to review and verify reservations, support reporting, and manage correspondence via our reservation system. This role ensures smooth check-in/check-out and high guest satisfaction within a busy guest services department.

Responsibilities include reservation processing, record maintenance, payments, and responsive guest communication. Flexible hours are required, including weekends and holidays during peak season.

Qualifications

• B.A. in a related field or 2+ years in customer service/vacation rentals.
• Proficiency with Escapia reservation software.
• Strong communication and diplomacy in guest interactions.
• Excellent organizational and analytical skills.
• Flexible hours including weekends and holidays in season.

Responsibilities

• Reservation Management: booking inquiries, confirm reservations, process payments, and manage cancellations or modifications.
• Maintain accurate records of guest reservations in the property management system.
• Review and approve monthly booking requests; monitor 24 hour holds.
• Coordinate seamless check-in and check-out processes; provide instructions for access and house rules.
• Serve as a secondary guest contact; address concerns promptly and professionally.
• Administrative support: organize files, verify records, process payments, distribute mail and emails.
• Compile booking data and guest feedback; support reporting for guest satisfaction, occupancy, and revenue.
• Complete detailed departmental training before assuming responsibilities.

Skills

Attitude & Initiative

Excellent Communication & Diplomatic

Analytical Expertise

Software/Computer Knowledge

Departmental Knowledge

Flexibility

Education

Bachelor's degree or related field

Tools

Escapia reservation software

Excel/Google Sheets

Word/Google Docs

Outlook

Job description

Job Details

Job Location: Garden City Realty 608 Atlantic - MURRELLS INLET, SC 29576

Salary Range: $20.00 - $24.00

Garden City Realty, Inc.

Job Description

Position Guest Services Support Coordinator

Department Guest Services

Reports To Director of Client Services

Mission & Core Values

OUR MISSION

To provide hospitality and service that makes the Grand Strand home

CORE VALUES

• We will make bold moves.
• We will have a bias to action.
• We will pursue excellence in the ordinary.
• We will develop an ownership mentality.
• We will focus first on what matters most.

Objective

The Guest Services Administrator will play a vital role in reviewing and verifying existing reservations to ensure accuracy. Additionally, this individual would support the department manager in running standardized reports and sending email correspondence via our reservation software. This position is essential for maintaining high standards of guest satisfaction and operational efficiency throughout the day. By proactively managing bookings and addressing any discrepancies, the GS Admin will contribute to a seamless check-in and check-out process for all guests.

Responsibilities & Duties

Please note this is not a comprehensive list of all responsibilities and functions - but is intended to give specific examples of the scope of work. Work assignments may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reservation Management:
• Assist with booking inquiries, confirm reservations, process payments, and manage cancellations or modifications.
• Maintain accurate records of guest reservations and ensure all booking details are accurate and updated in the property management system.
• Review and approve monthly booking requests.
• Monitor 24 hour holds.
• Check-in/Check-out Coordination:
• Facilitate seamless check-in and check-out processes.
• Provide guests all necessary instructions for property access, key collection, department procedures, and house rules.
• Customer Service:
• Serve as a secondary point of contact for guests throughout their stay.
• Address concerns, complaints, or requests promptly and professionally.
• Ensure each guest has a positive and memorable experience.
• Administrative Support:
• Organize and maintain property files, contract, guest records, and correspondence.
• Verify guest records are accurate, up-to-date, and stored securely.
• Process payments timely and accurately.
• Sort, organize and distribute mail.
• Monitor and distribute email to appropriate team members.
• Assist with other administrative tasks as needed.
• Reporting and Data Entry:
• Compile and input booking data, guest feedback, and other key metrics that are pertinent to the department.
• Assist with maintaining Guest Satisfaction Reports, Occupancy Data Reports, Revenue Tracking Reports, and other departmental reports to provide timely information to the team and management.
• Complete detailed departmental training program prior to assuming the responsibilities of the position.

Qualifications

Qualifications & Competencies:

• Attitude & Initiative… It is essential to present a friendly, helpful and ‘can-do’ attitude to everyone: teammates, owners, guests, visitors, vendors, real estate agents, etc. The ideal candidate shows initiative and acumen to make decisions and creativity to provide solutions.
• Excellent Communication & Diplomatic Skills… The ability to communicate concisely, effectively and professionally. When addressing guest issues, successfully balance our two clients: protect the interest of our homeowners while addressing the concerns of our guest; building a lasting relationship and loyalty to Garden City Realty.
• Analytical Expertise… Has a great organization skills, ability to multitask and prioritize a fast-paced environment, possess an attention to detail to efficiently support the team, quickly recognize inconsistencies and provide solutions.
• Software/Computer Knowledge… Proficient in the use of Escapia reservation software for daily, weekly and monthly reservations, property information, correspondence, service orders, reports, etc. Experience comparable to Excel spreadsheets/Google Sheets, Word/Google Docs, Outlook/email, and various supporting software/POS operating systems as well as ability to confidently navigate our website.
• Departmental Knowledge… An overall knowledge of the vital functions performed by the Guest Services and supporting departments (Owner Services, Maintenance, Housekeeping, Marketing and Accounting) is desired.
• Flexibility…. Ability to work flexible hours, including weekends and holidays, and Saturdays in season (May through September).

Education & Experience

B.A. in a related field and/or two+ years of related experience and/or training, or equivalent combination of education and experience in a similar customer service/vacation rentals atmosphere.