Description
Guest Experience Specialist (Reservations & Support)
Where hospitality meets human connection
Location: Ponte Vedra Beach, FL (Hybrid flexibility)
About Suncastle Properties
At Suncastle Properties, we don’t just manage vacation homes - we create experiences people remember long after their stay.
Located along Florida’s Historic Coast, we are building something different: a hospitality company rooted in innovation, care, and elevated service. Our goal is to lead the luxury vacation rental market across Jacksonville, Ponte Vedra, and St. Augustine; not by following the industry standard, but by redefining it.
If you’re someone who finds purpose in helping people, solving problems, and creating moments that matter, you’ll feel at home here.
Why This Role Matters
This is not a “reservationist” role in the traditional sense.
You are the first voice guests hear, the calm during issues, and the connector across teams who ensures every stay runs smoothly.
You’re not just answering questions - you’re shaping experiences.
What You’ll Do
Create Exceptional Guest Experiences
- Serve as the primary point of contact via phone, email, and messaging
- Guide guests through booking, confirmations, and pre-arrival planning
- Anticipate needs and deliver thoughtful, proactive communication
Drive Reservations with Purpose
- Help guests find the right property—not just any property
- Use consultative selling techniques to match needs with experiences
- Confidently present options, promotions, and upgrades
Be the Calm Problem Solver
- Handle guest concerns with empathy, ownership, and urgency
- Turn challenges into positive, memorable outcomes
- Maintain professionalism in high-pressure or time-sensitive situations
Collaborate to Deliver Seamless Stays
- Work closely with housekeeping, maintenance, and partners
- Coordinate solutions quickly to minimize guest disruption
- Ensure alignment across teams for a consistent guest experience
Continuously Improve the Experience
- Monitor guest feedback, reviews, and trends
- Identify opportunities to improve communication and service delivery
- Contribute ideas that elevate the overall guest journey
Support Operations On-the-Ground
- Welcome guests and owners in-office when needed
- Assist with inventory, errands, and special requests
- Help maintain the small details that create exceptional stays
Who You Are
- You genuinely care about people and their experiences
- You stay calm, focused, and solutions-oriented under pressure
- You communicate clearly, warmly, and professionally
- You’re highly organized and can juggle multiple priorities
- You take ownership—you don’t wait to be told what to do
- You enjoy collaborating and being part of a team
What You Bring
Required Qualifications:
- Strong written and verbal communication skills
- Excellent customer service and problem-solving ability
- High attention to detail and organizational skills
- Tech-comfortable (Microsoft Office, learning new systems quickly)
- Ability to multitask in a fast-paced environment
- Valid driver’s license and reliable transportation
Preferred Qualifications:
- Experience in hospitality, vacation rentals, or property management
- Familiarity with Airbnb, VRBO, Booking.com, or similar platforms
- Experience with property management systems (Escapia, Streamline, etc.)
- Background in reservations or sales
Compensation & Benefits
Annual Salary: $38,000 - $45,000
Benefits
- Paid time off such as PTO, sick days, and vacation days
- Health insurance
- Commuting/travel assistance
- Workplace perks such as recreation activities, food and coffee, and flexible work schedules
Schedule: Monday–Friday, 8am–5pm + occasional after-hours support