Front Desk Agent

As a Front Desk Agent you will be responsible for partnering with reservations, housekeeping, maintenance, and operations in providing guests the optimum rental vacation experience.

Duties & Responsibilities

• Answer calls, emails, and texts directed to the Guest Services team from potential guests, upcoming guests, current guests, team members, vendors, and others.
• Assist walk ins with any requests or issues.
• Promptly communicate updates and issues to in-house guests and other team members.
• Report, assign, and schedule maintenance and general tasks to the property management team.
• Respond to guest complaints and concerns with enthusiasm, empathy, and warmth.
• Troubleshoot common guest concerns and property issues.
• Utilize available system resources to provide answers to common questions.
• Maintain a working knowledge of all software and systems used in the guest services environment.
• Communicate and make updates in the systems to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.
• Communicate real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner’s associations.
• Communicate guest details to cabin associations and homeowner’s associations as needed.
• Maintain detailed records of communication received, communication sent, and action taken within system notes.
• Assist guests with bookings for future reservations.
• Take guest payments.
• Handle guest refunds.
• Register guests for parking.
• Handle difficult conversations such as moves, transfers, or guest concerns.
• Assist guests throughout their guest life cycle. (i.e., quoting dates, booking reservations, and utilizing available system resources to provide answers to guests).
• Handle a variety of administrative tasks relative to revenue-generating tasks for payments, golf carts, pool heating, gap nights, etc.
• Provide input for creating and improving departmental policies and procedures.
• Send reminders for contracts that are pending or late.
• Act in accordance with our motto, non-negotiables, and core values.
• Maintain a friendly working relationship with all coworkers, third party vendors, and other departments within the company.

• Availability to work nights, weekends, and holidays in the office.
• Reliable transportation.
• Basic computer and office skills.