Guest Services Agent

COMPANY OVERVIEW

Vacation Homes Collection is a professional vacation rental management company based in Orange Beach, Alabama, dedicated to helping guests experience the very best of the Gulf Coast. We offer a growing selection of well-appointed homes and condos, each chosen for comfort, quality, and proximity to the area’s stunning beaches and family-friendly attractions.

Our team is committed to delivering outstanding service for both guests and homeowners. From easy reservation processes and responsive communication to reliable housekeeping and property care, we work hard to create memorable vacations and long-term owner partnerships. We believe every stay should be simple, enjoyable, and supported by a team that truly cares.

At Vacation Homes Collection, our goal is to provide clean, welcoming, and thoughtfully maintained properties that allow guests to relax and focus on what matters most—making memories on Alabama’s beautiful Gulf Coast.

POSITION SUMMARY

As a Guest Services Agent at Vacation Homes Collection, you will play an important role in ensuring guests enjoy an exceptional stay at our properties in Orange Beach, AL. Your warm, empathetic approach and strong communication skills will be essential as you address guest concerns, troubleshoot common property issues, provide timely updates, and maintain accurate records throughout each reservation.

You’ll work closely with internal teams and third-party vendors to support a seamless guest experience, while also performing system updates and completing additional tasks assigned by the Guest Services Manager. Your attention to detail, teamwork, and commitment to service will help uphold the high standards our guests expect and remember.

RESPONSIBILITIES

• Answer calls, emails, and texts directed to the guest services team from in-house guests, Vacation Homes Collection team members, and others.

• Create, update, and respond to reservation inquiries within the company’s booking system.

• Promptly communicate updates and issues to in-house guests and other Vacation Homes Collection team members.

• Report, assign, and schedule maintenance and general tasks to our property management team.

• Respond to guest complaints and concerns with enthusiasm, empathy, and warmth.

• Respond to guest concerns with empathy and warmth, including handling compensation requests when issues arise during a guest’s stay.

• Utilize available system resources to provide answers to common questions.

• Maintain a working knowledge of all software and systems used in the guest services environment.

• Communicate real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner's associations.

• Communicate guest details to condo associations and homeowner's associations as needed.

• Maintain detailed records of communication received, communication sent, and action taken within system notes.

• Foster and participate in friendly working relationships with all coworkers, third party vendors, and other departments within Vacation Homes Collection

QUALIFICATIONS

• High school diploma or equivalent

• Prior Customer service experience required

• Strong computer skills with programs like Microsoft Word, Excel, and Google family

• Availability to work weekends and evenings

COMPENSATION & BENEFITS

Annual Salary

Hourly, $18 - $20

Benefits

• Paid time off

• Health insurance

• Life insurance

• Dental insurance

• Vision insurance

• Retirement benefits or accounts

• Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs

• Long term disability insurance

• Short term disability insurance

• Gym memberships or discounts

Schedule

This is a full-time position located in Orange Beach, AL. Working days will be Sunday through Saturday with scheduled days based on business