Guest Service Agent

COMPANY OVERVIEW:

RealJoy aims to attract, hire and cultivate the area's best talent!

Since 2009, RealJoy Vacations has provided property owners with peace of mind and our guests with vacation experiences that feel like a true home away from home. With local expertise spanning Panama City Beach, 30A, Destin, and SanDestin, we take pride in offering more than accommodations.

We live by our mission “Because you Matter” and our values: Be Respectful, Be Excellent, Be Accountable, Be a Leader — Be REAL. These values guide every interaction with our owners, guests, and employees.

Benefits Of Joining Our Team

At RealJoy, we believe success comes from building trust and doing the right thing — consistently.

When you join our team, you’ll find:

• Faith-Based Values: A company culture rooted in respect, excellence, accountability, and leadership.
• Supportive Team Environment: Collaborate with colleagues who value relationships, teamwork, and community.
• Opportunities for Growth: Join a fast-growing company where you can build your career in vacation rental management.

We’re also proud to be an Equal Opportunity Employer that welcomes individuals from all backgrounds.

On our team, your work will strengthen owner relationships and contribute to the unforgettable coastal experiences that make this region such a highly sought-after place to live and work. Come work with us in thriving Panama City Beach.

POSITION SUMMARY:

As a Guest Service Agent, you’ll serve as the first point of contact for both our guests and property management teams. In this role, you’ll play a vital part in creating positive guest experiences by communicating with guests, operations staff, and the owner relations teams. You’ll handle maintenance requests, troubleshoot common guest issues, and follow up to make sure every task is completed and every stay runs smoothly.

Your ability to provide timely assistance, keep information flowing between departments, and support guest needs in real time will help ensure seamless operations and unforgettable vacations.

If you’re enthusiastic, service-oriented, and ready to contribute to a fast-paced, collaborative team, we’d love to hear from you! Join us at RealJoy Vacations and help us deliver the kind of stays our guests will always remember.

RESPONSIBILITIES:

• Answer calls, emails, and texts directed to the Guest Services Team from in-house guests, team members, and others.
• Communicate updates and address issues promptly with in-house guests and fellow team members.
• Report, assign, and schedule maintenance and general tasks for our property management team.
• Respond to guest complaints and concerns with enthusiasm, empathy, and warmth.
• Maintain a thorough understanding of all software and systems used in the Guest Services environment.
• Ensure all information communicated to guests about the properties is accurate, timely, and up to date.
• Provide real-time updates to guests regarding routine maintenance and notices from condo associations and homeowners' associations.
• Share guest details with condo associations and homeowners' associations as necessary.
• Keep detailed records of communications received, sent, and actions taken within system notes.
• Foster friendly working relationships with all coworkers, third-party vendors, and other departments.

QUALIFICATIONS:

• 2-3 years of customer service experience
• High School Diploma or GED
• Availability to work weekends and holidays in the office
• Reliable transportation
• Proficiency in Microsoft 365 tools
• Strong communication skills, both verbal and written
• Excellent problem solving skills

COMPENSATION & BENEFITS:

Hourly Rate: $17.00 - $20.00

Bonus

Quarterly bonus plan based on key metrics.

Benefits

• Paid time off
• Health insurance
• Life insurance
• Dental insurance
• Vision insurance
• Retirement benefits or accounts
• Long term disability insurance
• Short term disability insurance
• Workplace perks such as recreation activities, food and coffee, and flexible work schedules
• Employee recognition programs

Schedule

This is a full-time position based in Panama City Beach, FL. Scheduled shifts are determined by business needs and typically fall between 8 AM and 10 PM, with common shifts being 8 AM to 4 PM or 2 PM to 10 PM. Please note that weekend work is required.