Guest Service Agent

Company Overview

At Great Ocean Condos & Homes, we’re dedicated to creating unforgettable coastal experiences. Since 2008, we’ve been committed to transforming ordinary trips into extraordinary memories. With a portfolio of over 300 properties along Florida’s East Coast, we combine the charm of beachfront living with the comforts of home, ensuring our guests enjoy every moment of their stay.

Our company thrives on innovation, service excellence, and a passion for hospitality. Whether it’s offering seamless booking experiences, maintaining pristine properties, or surprising guests with thoughtful touches, we’re all about the details that make a difference. 

Why should you consider joining us? We offer competitive salaries and benefits and the opportunity to grow professionally. Plus, you'll be part of a supportive team who are passionate about delivering the best guest experience. 

If you’re ready to join a brand that takes pride in delivering smiles with every stay, we’d love to welcome you to our team.

Position Summary

As a Guest Service Agent at Great Ocean Condos, you will play a crucial role in ensuring our guests have an exceptional experience during their stay. The ideal candidate will be a skilled communicator and problem-solver, with a passion for delivering outstanding customer service. You will be responsible for handling guest inquiries, reservations, and complaints, as well as coordinating with various departments to ensure smooth operations. Maintaining a friendly working relationship with all coworkers, third party vendors, and other departments within the local shop is a crucial part of this role, as is your ability to remain calm and empathetic in high-pressure situations will be key to success in this role.

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.

• Some college coursework in business, hospitality management, or a related field preferred.

• At least 1 year of customer service experience

• 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

Salary

Hourly $18 - $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

• 401k match

• 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)