Guest Service Agent

COMPANY OVERVIEW:

Sun Palace Vacations aims to attract, hire, and cultivate the area's best talent!

We are a vastly growing vacation rental, property management, and Real Estate company Fort Myers Beach, FL where the sun always shines. Our team members are the true soul of our company. Here at Sun Palace Vacations, we create engaging, impactful environments that connect people and place, awaken the spirit, and allow team members with talent, integrity, and heart to thrive. We believe our team members are the true soul of our company. We invite you to join us on this journey.

POSITION SUMMARY:

As a Guest Service Agent at Sun Palace Vacation Homes, you will play a crucial role in ensuring our guests have an exceptional stay. You will be the primary point of contact for our guests, responding to their inquiries, concerns, and requests with empathy and professionalism. Your strong communication skills and ability to stay organized will be key in effectively managing guest interactions and coordinating with our local team members. You will also be responsible for reporting and assigning maintenance tasks, troubleshooting common issues, and maintaining detailed records in our systems. With your dedication to providing top-notch service, you will contribute to creating memorable experiences for our guests and the overall success of our company.

RESPONSIBILITIES:

• Answering calls, emails, and texts directed to the guest services team from in-house guests, the local team members, and others.
• Promptly communicating updates and issues to in-house guests and other local shop team members.
• Reporting, assigning, and scheduling maintenance/general tasks to our property management team.
• Responding to guest complaints and concerns with enthusiasm, empathy, and warmth.
• Troubleshooting common guest concerns and property issues.
• Utilizing available system resources to provide answers to common questions.
• Maintaining a working knowledge of all software and systems used in the guest services environment.
• Maintaining detailed records of communication received, communication sent, and action taken within system notes.

QUALIFICATIONS:

• Minimum of 2 years of experience in hotel, vacation rental, or property management, with a strong understanding of guest and owner relations.
• At least 1 year of customer service experience
• Some college coursework in business, hospitality management, or a related field preferred.
• Must have experience with Microsoft Office products and be proficient at using them.
• Strong verbal & written communication skills are a must, and the ability to stay organized and effectively manage your time.
• The ability to stay calm and be kind in potentially high-stress situations.
• Familiarity with the vacation rentals and/or property management
• Ability to stay organized and effectively manage your time.
• Typing speed of 50-60 WPM
• High School Diploma or GED
• Availability to work nights, weekends, and holidays in the office.
• Reliable transportation to and from work.

COMPENSATION & BENEFITS:

Hourly Rate: $15 - $25

Bonus

• Annual Bonus from $1,500 - $2,500 based on overall shop performance in NOI, Unit Growth and Review Score

Benefits

• Paid time off
• Health insurance
• Life insurance
• Dental insurance
• Vision insurance
• Retirement benefits or accounts
• Healthcare spending accounts, such as HSAs, FSAs
• Long term disability insurance
• Short term disability insurance

Schedule

• Available: 8am-6pm, Sunday-Saturday (Shifts will be 8 hours and be scheduled 5 days a week)