Guest Services Support Coordinator

Garden City Realty, Inc.
Job Description

Position           Guest Services Support Coordinator
Department      Guest Services
Reports To       Director of Client Services         

Mission & Core Values:

OUR MISSION

To provide hospitality and service that makes the Grand Strand home

CORE VALUES

We will make bold moves.

We will have a bias to action.

We will pursue excellence in the ordinary.

We will develop an ownership mentality.
We will focus first on what matters most.

Objective:
The Guest Services Administrator will play a vital role in reviewing and verifying existing reservations to ensure accuracy. Additionally, this individual would support the department manager in running standardized reports and sending email correspondence via our reservation software. This position is essential for maintaining high standards of guest satisfaction and operational efficiency throughout the day. By proactively managing bookings and addressing any discrepancies, the GS Admin will contribute to a seamless check-in and check-out process for all guests.

Responsibilities & Duties:

Please note this is not a comprehensive list of all responsibilities and functions - but is intended to give specific examples of the scope of work. Work assignments may change at any time with or without notice.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reservation Management: 
  • Assist with booking inquiries, confirm reservations, process payments, and manage cancellations or modifications. 
  • Maintain accurate records of guest reservations and ensure all booking details are accurate and updated in the property management system.
  • Review and approve monthly booking requests.
  • Monitor 24 hour holds.
• Check-in/Check-out Coordination: 
  • Facilitate seamless check-in and check-out processes.
  • Provide guests all necessary instructions for property access, key collection, department procedures, and house rules.
• Customer Service:
  • Serve as a secondary point of contact for guests throughout their stay. 
  • Address concerns, complaints, or requests promptly and professionally.
  • Ensure each guest has a positive and memorable experience.
• Administrative Support:
  • Organize and maintain property files, contract, guest records, and correspondence.
  • Verify guest records are accurate, up-to-date, and stored securely.
  • Process payments timely and accurately.
  • Sort, organize and distribute mail.
  • Monitor and distribute email to appropriate team members.
  • Assist with other administrative tasks as needed.
• Reporting and Data Entry:
  • Compile and input booking data, guest feedback, and other key metrics that are pertinent to the department.
  • Assist with maintaining Guest Satisfaction Reports, Occupancy Data Reports, Revenue Tracking Reports, and other departmental reports to provide timely information to the team and management.
• Complete detailed departmental training program prior to assuming the responsibilities of the position.

Qualifications & Competencies:

• Attitude & Initiative… It is essential to present a friendly, helpful and ‘can-do’ attitude to everyone: teammates, owners, guests, visitors, vendors, real estate agents, etc. The ideal candidate shows initiative and acumen to make decisions and creativity to provide solutions.
• Excellent Communication & Diplomatic Skills… The ability to communicate concisely, effectively and professionally. When addressing guest issues, successfully balance our two clients: protect the interest of our homeowners while addressing the concerns of our

guest; building a lasting relationship and loyalty to Garden City Realty.

• Analytical Expertise… Has a great organization skills, ability to multitask and prioritize a fast-paced environment, possess an attention to detail to efficiently support the team, quickly recognize inconsistencies and provide solutions.
• Software/Computer Knowledge… Proficient in the use of Escapia reservation software for daily, weekly and monthly reservations, property information, correspondence, service orders, reports, etc.  Experience comparable to Excel spreadsheets/Google Sheets, Word/Google Docs, Outlook/email, and various supporting software/POS operating systems as well as ability to confidently navigate our website.
• Departmental Knowledge… An overall knowledge of the vital functions performed by the Guest Services and supporting departments (Owner Services, Maintenance, Housekeeping, Marketing and Accounting) is desired.
• Flexibility…. Ability to work flexible hours, including weekends and holidays, and Saturdays in season (May through September).

Education & Experience:
B.A. in a related field and/or two years of related experience and/or training, or equivalent combination of education and experience in a similar customer service/vacation rentals atmosphere.

Salary : $20 - $24