What are the responsibilities and job description for the Guest Service Coordinator (Growth to Team Lead) position at Go Florida Investments?
Roelens Vacations is the largest vacation rental company in Cape Coral, managing a large portfolio of homes in Southwest Florida. We are looking for a Guest Services Coordinator to join our guest experience team, with a clear opportunity to grow into a Team Lead role after 90 days based on performance. This is a hands-on, guest-facing role with added operational responsibilities and direct mentorship from the Guest Services Manager.
Core Responsibilities
- Communicate with guests via phone, email, Airbnb, and VRBO
- Assist guests before, during, and after their stay
- Respond to questions, concerns, and common issues promptly and professionally
- Ensure a positive and consistent guest experience
Operational Guest Support (Expanded Duties) In addition to standard guest service tasks, this role will also assist with higher-level guest operations, including:
- Processing approved refunds and credits
- Sending waivers
- Verifying that arriving guests have submitted all required information
- Confirming guest books and arrival materials are sent
- Reviewing upcoming arrivals for missing items or issues
- Monitoring guest situations and escalating major concerns to the Operations Manager when needed
Quality & Compliance
- Enter clear and accurate notes on reservations
- Ensure pre-arrival and follow-up steps are completed
- Identify repeat issues or breakdowns in guest experience
- Follow established processes and workflows
Growth Opportunity: This position includes a 90-day evaluation period with the opportunity to advance into a Guest Services Team Lead role based on performance, reliability, and attention to detail. Team Lead responsibilities will be added gradually and with support. What We’re Looking For:
- Experience in hospitality, vacation rentals, or customer service
- Strong communication skills (written and verbal)
- Highly organized with strong attention to detail
- Comfortable handling multiple tasks in a fast-paced environment
- Able to follow processes and escalate issues appropriately
Leadership experience is a plus but not required.
Why Roelens Vacations: We create experiences, not just stays. This role is ideal for someone who enjoys guest interaction, operational detail, and growth within a hospitality-focused company.
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Job Type: Full-time
Pay: From $21.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $21