Guest Services Coordinator

COMPANY OVERVIEW:

Create your ideal career with us at Juniper Holiday + Home 

With a sincere passion for unreasonable hospitality, entrepreneurship, and real estate, we are spearheading a movement towards a more vibrant and inclusive future in the hospitality industry. Juniper Holiday + Home oversees a portfolio of properties in sought-after locations across Southwest Michigan and beyond.

Our mission: To make luxury vacation rentals and unparalleled service accessible to everyone. Our motto: Live well. Travel well.

Our Commitment: Luxury is more than a standard—it's a declaration of our dedication to excellence. Our commitment extends beyond our breathtaking designs and decor; it's about providing a new level of hospitality. With a focus on caring and attentive services, we ensure every moment with us is as enriching, relaxing, and carefree as possible.

Our Approach: We approach every day with innovation, drive, and dedication to providing unmatched service to our guests and homeowners. Together as a team, we’re proving that a centered and grounded business strategy is not only possible but necessary to achieving success.

Your Career with Juniper Holiday + Home: Take the next step in your career, where your passion for hospitality, entrepreneurship, and real estate can flourish. With us, you'll be at the forefront of an industry revolution, championing a new era of luxury, service, and fulfillment.

Join us as we continue to build a place where vacation rental experiences aren’t just about offering stays but about creating spaces for stories worth telling.

POSITION SUMMARY:

The Guest Services Coordinator is a key role responsible for delivering exceptional guest experiences from booking to departure. This position involves a blend of hospitality, concierge services, and administrative support, ensuring that each guest's stay is smooth, welcoming, and memorable. The ideal candidate will thrive in a fast-paced environment, demonstrate a strong "Guest First" attitude, and possess the ability to manage multiple tasks with exceptional attention to detail.

RESPONSIBILITIES:

• Book reservations via phone and messaging; confirm online bookings with guests while ensuring accurate quoting.
• Provide information regarding properties and availability to guests over the phone, via email, text, and live chat.
• Guests should be assisted with questions, special requests, and issues before, during, and after their stays, ensuring a positive experience.
• Provide concierge services, including local recommendations, booking reservations, and handling special requests (e.g., transportation, activities).
• Accurately enter data and payments into a variety of systems, maintaining data integrity.
• Demonstrate an understanding of the interdependency of departments and information to help the workflow process.
• Troubleshoot and resolve minor maintenance and technology issues (e.g., TV, Wi-Fi, lock issues).
• Manage property cases, ensuring work orders are completed and properties are well-maintained for guest satisfaction.
• Provide administrative support and complete internal projects as assigned.
• Coordinate closely with other departments to ensure seamless workflows and guest satisfaction.

COMPETENCIES

• Customer Focus: Prioritizes guest needs and responds quickly to concerns.
• Conflict Resolution: Listens and seeks understanding, even in difficult situations.
• Stress Management: Maintains composure and perspective under pressure.
• Attention to Detail: Consistently delivers high-quality work, recognizing and addressing flaws.
• Interpersonal Communication: Builds rapport with internal and external stakeholders.
• Industry Knowledge: Understands the standards, practices, and processes of the short-term rental industry.

QUALIFICATIONS:

• Proof of eligibility to work in the United States of America.
• Ability to work flexible hours, including weekends and evenings.
• Pleasant, positive, and upbeat hospitality attitude at all times.
• Exceptional verbal and written communication skills.
• Strong ability to multitask, organize, and pay attention to detail while processing high call and messaging volume.
• Ability to perform in a fast-paced environment.
• Capable of quickly learning new software systems.
• A high level of computer and technology literacy.
• Ability to work flexible hours; weekend work required
• Experience in real estate, hospitality, and/or tech.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all associated duties and responsibilities. “Company” reserves the right to amend and change responsibilities to meet business and organizational needs.

COMPENSATION & BENEFITS:

Hourly Rate: $15.00 - $20.00 / hour