Description

Principal Objective of Position:
Responsible for assisting the management team to deliver The Guest experience as outlined in Book & Ladders Mission. To create an environment that exceeds expectations of current and future guests, vendors, and internal team through outreach, marketing, events, and leasing efforts.
Essential Functions:

Greet guests and confirm reservations.
Provide excellent customer service and attention to detail.
Maintain positive ongoing relationships.
Maintain high ethical standards and professionalism.
Multitask and prioritize as necessary to meet customer needs.
Represent the company with integrity and dedication.

Embody the Guest Experience by exceeding expectations and following procedures to warmly greet and cultivate a lasting and trusting relationship with future and current residents and guarantors.

Utilize Book and Ladder policies to determine the guests needs, preferences, and how the community can offer an exceptional experience customized for them.
Assist current guests with any need that may arise.
Maintain accurate records in accordance to Book and Ladders policy and ensure property management software is updated in real-time
Maintain clear and timely communication with current and future guests regarding their lease.
Maintain clubhouse operating hours and phone calls to quickly assist future and current guests.
Ensure understanding of all Book and Ladder policies, procedures, and expectations.
Be a leader and champion of exemplary guest service and teamwork.

Other Responsibilities:
Knowledge and thorough understanding of Equal Housing Opportunity (EHO) requirements and applicable program regulations.
Participate and attend required continuing education and in-service training sessions.
Ensure the stable and safe operation of the property at all times and ensure compliance with all company policies and procedures, as well as local, state, and federal laws and ordinances.
Perform other duties as assigned by supervisor.
Participate in Book & Ladder University as required.

Qualifications

Education and Experience Required:
One year previous experience in Guest Services.
High school diploma or GED preferred.
Knowledge, Skills, and Abilities Required:
Clear written and verbal communication skills.
Organized and able to stay on task and manage others as needed.
Enjoy being in a fast-paced environmental with pivoting priorities.
Enjoy providing exceptional guest service and going above and beyond to assist.
Ability to operate basic computer programs including, but not limited to, MS Office products, Internet Explorer, etc.
Valid driver's license.
Ability to work evenings and weekends as needed.
Preferred Qualifications:
Extroverted with a can-do attitude.
Collaborative with internal team, vendors, and community partners.
Embody the Book and Ladder Culture and Pillars in your work.
Work Environment and Physical Demands:
Office work environment.
Primarily inside work but may have to work outside occasionally.
Mostly sedentary work, but some walking, climbing, bending, stooping, reaching, and pushing/pulling may be required on occasion.
Requires routine use of standard office equipment such as computers, telephones, laptop, cell phone, photocopiers, filing cabinets, fax machines, etc.
Ability to lift up to 50 lbs.