Coastal Vacation Rentals Guest Services Receptionist

Job Title: Coastal Vacation Rentals Guest Services Receptionist Hours: Monday-Friday 9am-5pm Company Overview: Join the Coastal Vacation Rentals team in Hilton Head Island, SC! We strive provide superb Owner satisfaction and exceptional Guest hospitality, ultimately creating positive, memorable experiences.
Position Summary: As a Guest Services Receptionist, you play a pivotal role in ensuring guest satisfaction and operational efficiency.
Your responsibilities encompass prompt communication, proactive support, and a keen eye for detail to elevate our guests experiences.
You will oversee inquiries, manage reservations, coordinate property access, and facilitate various guest needs.
Key Responsibilities: 1.
Lead Management: Monitor and promptly respond to leads and quote requests on our booking platform, Streamline, ensuring accurate and timely information.
2.
Communication Management: Monitor and promptly respond to Airbnb, VRBO inquiries, messages, and emails directed to info@coastalvacationshhi.
com through Streamline.
3.
Car Pass Coordination: Order guest car passes for designated areas (Sea Pines, Shipyard, Palmetto Dunes) as required for guest convenience.
4.
Pre-Arrival Communication: Send pre-arrival texts to guests to ascertain the number of required car passes, ensuring smooth check-in experiences.
5.
Guest Satisfaction Calls: Contact guests who checked in the previous day to gauge their satisfaction with their stay and ensure property standards are met.
6.
Reservation Monitoring: Alert Guest Services Manager of any drop in reservations for swift coordination with housekeeping and inspectors for immediate turnaround.
7.
Special Occasion Recognition: Note owner arrivals, guest of owner arrivals, birthdays, anniversaries, or special occasions for personalized guest interactions.
8.
Customer Service Excellence: Provide exceptional customer service to owners, guests, and potential new guests, catering to their inquiries and needs promptly and courteously.
9.
Property Knowledge: Demonstrate comprehensive knowledge of all properties managed by the company to assist guests effectively.
10.
Policy Expertise: Be well-versed in coastal vacation rental policies, including rental agreements, pool heat, cancellation, pet policies, etc.
ensuring accurate communication to guests.
11.
Amenities Information: Possess thorough knowledge of guest amenities such as Xplorie to guide and assist guests.
12.
Issue Resolution: Create and follow up on work orders for guests encountering property- related problems to ensure swift resolution and guest satisfaction.
13.
Property Access Management: Generate door codes for early check-ins or vendor access and facilitate their smooth entry into properties.
14.
Guest Gift Management: Assemble guest gift bags and monitor supplies, alerting the Guest Services Manager when inventory needs replenishment.
Requirements: - Previous experience in hospitality, guest services, or customer-facing roles preferred.
- Proficiency in property management software (Streamline or similar) is advantageous.
- Excellent communication skills, both written and verbal.
Job Type: Full-time Benefits: * Free parking * Health insurance * Paid time off Schedule: * 8 hour shift * Day shift * Monday to Friday * On call * Weekends as needed Work setting: * In-person Education: * High school or equivalent (Preferred) Experience: * Customer service: 1 year (Preferred) Shift availability: * Day Shift (Required) Ability to Commute: * Hilton Head Island, SC 29928 (Required) Ability to Relocate: * Hilton Head Island, SC 29928: Relocate before starting work (Required) Work Location: In person