Guest Service Agent

Company Overview

We are proud to deliver exceptional coastal experiences along the beautiful Gulf Coast of Northwest Florida. As a locally rooted, family-oriented vacation rental and property management company serving The Gulf Coast, we specialize in caring for high-quality vacation homes and creating memorable stays for guests while building trusted, long-term partnerships with homeowners.

Our team thrives in a supportive, collaborative environment where individual contributions matter and growth is encouraged. With a strong focus on customer service, relationship-building, and operational excellence, we take pride in the impact our work has on both guests and property owners. From breathtaking beach settings to meaningful career opportunities, we offer a workplace where professionalism, teamwork, and hospitality come together every day.

Position Summary

We're looking for a Guest Service Agent who thrives on creating exceptional experiences for vacationers exploring Florida's beautiful Gulf Coast. In this role, you'll be the friendly voice and helpful hand that ensures every guest feels welcomed, supported, and excited about their stay. You'll serve as the vital connection between our guests and our properties, coordinating seamlessly with our team to deliver smooth arrivals, comfortable stays, and memorable departures. If you're someone who genuinely enjoys helping others, stays organized under pressure, and finds satisfaction in solving problems with a smile, you'll find a rewarding home with us.

Responsibilities

• Guest Communication: Respond promptly and professionally to guest inquiries via phone, email, messaging platforms (e.g., Airbnb, VRBO), and internal systems.

• Reservation Management: Process bookings, cancellations, and modifications across multiple platforms.

• Pre-Arrival Coordination: Ensure all check-in details, property access instructions, and amenities are communicated clearly to guests before arrival.

• Check-In/Check-Out Support: Provide real-time support during guest arrivals and departures, resolving any issues that arise.

• Issue Resolution: Address guest concerns, maintenance requests, or complaints efficiently, escalating to the appropriate team when needed.

• Internal Coordination: Collaborate with housekeeping, maintenance, and operations teams to ensure properties are clean, well-stocked, and ready for guest stays. Ensure HOA and properties activities are updated, and team is notified. Monitor calendar with any updates that would affect daily operations.

• Documentation & Reporting: Maintain accurate records of guest interactions, issues, and property statuses in company systems. Provide reports to GM when needed.

• Quality Assurance: Monitor and respond to guest feedback and reviews, ensuring to identify areas for improvement in service and property presentation.

Required Qualifications

• Previous experience in hospitality, customer service, or vacation rental management preferred

• Strong communication skills (verbal and written)

• Excellent organizational skills and attention to detail

• Proficient in Microsoft Office and/or property management systems

• Ability to work flexible hours, including weekends and holidays

• Calm under pressure and able to manage multiple tasks simultaneously

Compensation & Benefits

Hourly Salary - $17-$18

Bonus

Base amount measured on KPIs that could earn up to 150% maximum pay out.

Benefits

• Paid time off such as PTO, sick days, and vacation days

• Health insurance, Dental, and Vision insurance

• Life insurance

• Retirement benefits or accounts

• Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs

• Long term and Short term disability insurance

• Employee recognition programs

• Commuting/travel assistance

• Workplace perks such as recreation activities, food and coffee, and flexible work schedules