The Guest Services Specialist needs to be detail-oriented, skilled and reliable and will be guests' primary point of contact, managing interactions from initial inquiries through post-stay follow-ups. They will handle reservations, address inquiries, and ensure a seamless guest experience. They are crucial in ensuring that each property is impeccably maintained and guest-ready for the next check-in. They are responsible for efficiently managing and coordinating all work orders and collaborating with Guest Services Technicians, vendors, and property owners to deliver a seamless experience. They will handle the claims, ensuring timely submissions and approvals. They will oversee the creation, scheduling, completion and charging of all work orders. This position requires excellent communication skills, attention to detail, and a commitment to providing outstanding customer service 

Essential Duties and Responsibilities:

- Handle guest inquiries through various channels, including phone, email, and online platforms.

- Assist guests in making reservations providing information on property availability, rates, and amenities.

- Manage bookings on third-party platforms and ensure accurate communication between systems.

- Engage with guests before, during, and after their stay to enhance their experience.

- Answer property-specific questions and provide information on amenities, policies, and local attractions.

- Address guest concerns and resolve issues promptly to ensure guest satisfaction.

- Collect necessary guest information, including personal details and special requests.

- Run background checks and verify guest credentials in accordance with company policies.

- Ensure timely collection of required documents, agreements, and payments.

- Ensure the gate guest list has been received for guard-gated communities and entered into the corresponding gate system.

- Collaborate with internal departments to fulfill guest requests and ensure a smooth check-in/check-out process.

- Communicate with housekeeping and other relevant teams to address guest needs.

- Conduct post-stay follow-ups to gather feedback and address any concerns or issues.

- Maintain guest profiles and preferences for future stays.

- Assist all incoming callers, text messages, emails, etc., from guests, property owners, neighbors, and everyone else. If the caller is looking for someone specific, offer assistance and if you cannot help or resolve the issue, take a message and ask for help.

- Take calls and respond to violation phone calls and notifications from the regulatory agencies in accordance with their regulations and company standards.

- When emails/tickets are received, and you start working on them, take the ticket so no one else works on the same one as you. Complete the response in the email or platform, then solve the ticket.

- The Operations Manager will set up a schedule for who will monitor and respond to incoming text messages to ensure multiple team members are working on the same response. If the schedule gets shifted, coordinate with your team for coverage.

- Create work orders for work to be performed.

- Communicate with the property owner about work status through email, phone, and text messages.

- Oversee the creation, scheduling, and completion of work orders and charge all work orders per company policies.

- Coordinate with the Operations Manager to place orders for replacement or upgraded

items per company standards.

- Manage and coordinate all work orders and collaborate with Guest Services Technicians, vendors, and other service providers.

- Perform other duties as assigned by your direct supervisor or a leadership team member. 

Requirement:

- High school diploma or equivalent.

- Previous experience in hospitality, customer service, or a related field.

- Good communication and customer service skills, both written and verbal.

- Strong attention to detail and ability to work independently.

- Ability to use a smartphone or tablet for documentation and communication purposes.

- Ability to multitask and handle inquiries efficiently in a fast-paced environment.

- Familiarity with reservation systems and third-party booking platforms.

- Excellent problem-solving skills and a proactive attitude.

- Attention to detail and organizational skills.

- Must have a valid driver's license and reliable transportation.

- Availability to work flexible hours, including evenings and weekends, as needed. 

Working Environment:

This position will work on line with a professional office setting that fosters collaboration and productivity. Team-oriented and inclusive, the atmosphere encourages open communication and the sharing of ideas. A positive and supportive culture prevails, promoting a healthy work-life balance. The organization values diversity and inclusivity, creating a dynamic and stimulating workplace for individuals to thrive and contribute to the team's overall success.

This position description is not intended to be all-inclusive. The employee may be required to perform other duties assigned by your direct supervisor or a leadership team member.