Description
Create memorable stays, build connections, and deliver 5-star service from first inquiry to check-out.
COMPANY OVERVIEW:
Mill Pond Realty has been a trusted name in West Michigan real estate since 1991, expanding into vacation rental management in 1992. We operate a full-service real estate brokerage alongside a nationally recognized short-term rental management company.
Our culture is simple: care deeply about details, take ownership, support one another, value long-term relationships, and lead with hospitality. Leadership is hands-on, integrity matters, and doing things the right way is non-negotiable.
POSITION SUMMARY:
The Guest Experience & Reservations Specialist is a critical role guiding guests through every step of their stay—from inquiry to check-out. This role blends relationship-focused sales, operational precision, and proactive problem-solving.
You’ll handle inquiries and reservations across multiple platforms, resolve issues both remotely and on-site, and ensure every guest feels cared for and delighted. We are looking for someone detail-oriented, organized, and proactive who thrives in a fast-paced environment where every interaction matters.
RESPONSIBILITIES:
- Respond promptly to all guest inquiries across booking platforms, email, phone, and text, helping guests find the right property and ensuring a seamless booking experience.
- Process bookings accurately, manage payments, and follow up consistently to convert inquiries into stays.
- Deliver 5-star guest service, including personalized touches and proactive problem-solving.
- Conduct in-person check-ins and assist on-site with property issues as needed.
- Anticipate and address guest needs and potential issues before they escalate.
- Follow company guidelines and best practices while creating genuine, personal interactions rather than relying on scripts.
- Communicate clearly and regularly with senior leadership and team members.
- Balance desk duties with on-site responsibilities, maintaining attention to detail across all tasks.
QUALIFICATIONS:
- Experience in hospitality, vacation rental, or customer-focused sales preferred
- Strong organization, attention to detail, and follow-through
- Hands-on, proactive problem solver who takes pride in guest satisfaction
- Excellent communication and relationship-building skills
- Comfortable with a mix of office work and on-site guest support
- Tech-savvy with PMS or similar booking systems
- Valid driver's license and reliable transportation
- Weekend availability required; participation in occasional company events outside normal hours
COMPENSATION & BENEFITS:
Schedule:
- Weekend work required
- Standard hours: 9:00 AM – 5:30 PM with a lunch break
- Peak season may require occasional overtime; off-season schedules allow for more flexibility
Salary: $18.00 - $23.00 per hour, based on experience
Benefits include:
- Paid time off, including sick days, vacation, and flex days
- 401(k) with company matching
- Health insurance
- Workplace perks including team activities, snacks, water, coffee, and tea
- Scheduling that supports work-life balance and seasonal needs
Job Type: Full-Time
Location: Saugatuck, MI
Application Requirement: Please include a cover letter with your resume