Job Details
**Guest Services Ambassador**
**Department:** Operations **Location:** Santa Rosa Beach, FL
**Summary:** Acts as liaison between guests and management company and whose main duties involves the support of the business which includes the exercise of discretion and independent judgement as it relates to matters of significance. Ensures branding and quality control in rental properties. Delivers courteous, prompt service and follow up to all guest needs. Is the personal point of contact for all in-house guests & makes critical decisions to correct guest concerns and property condition discrepancies. Works a flexible schedule that changes daily based on customer needs. Self manages time to get the job completed while saving room for unplanned guest and property issues.
**Essential Duties and Responsibilities:** Takes over guest communication and experience after booking. Sends welcome and check-in communications for a smooth guest arrival. Meets with guests in person within 24 hours of check-in. Maintains and updates all property and location information in all platforms to ensure guests and all support teams have instant access to accurate information. Follows up on cleanliness and cleaning status for homes. Handles minor cleaning discrepancies to help with timely check-ins. Handles all guest inquiries and concerns professionally and with personal accountability at minimum from 8am 8pm. Enters maintenance work orders prior to guest arrival. Gives cleaning crews valuable feedback. Communicates as a respectful, helpful team member to other departments.
* Maintain condition and damage control for homes
* Work with Home Owner Liaison team for repairs and replacements that require owner approval
* Make preventative vendor calls to address issues prior to guest arrival
* Make emergency vendor calls for appliances, HVAC, Plumbing, Leaks and other property discrepancies while guests are in house to minimize additional damage to the home and make prompt repairs that directly impact guest satisfaction.
* Inspect properties regularly to proactively prepare them for guest occupancy
* Work directly with Owner Relations, Housekeeping vendors and Maintenance teams
* Inspect homes proactively for cleanliness, and maintenance needs
* Make recommendations to the owner relations team based on guest feedback
* Takes over all guest communication 2 weeks out from arrival
* Quality assurance of housekeeping and maintenance of the rental properties
* Adheres to brand standards and level of product quality and service
* Prepares the property for guest arrival
* Is the sole point of contact for all guest communication and assistance for in-house guests
* Ensures accuracy of all property information in the various platforms to ensure a great guest experience.
* Communicates directly with multiple departments to address any maintenance, cleaning, or condition issues for the property
* Responsible to keep a proper level of housewares inventory in the home
This job description reflects managements assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
**Computer Skills:**
To perform this job successfully, an individual should have knowledge of computer software, and aptitude to learn property management system and other systems utilized by our organization, and the systems/platforms of our travel partners.
**Certificates and Licenses:**
Florida Drivers License that meets insurance requirements.
**Required Knowledge, Skills and Job Qualifications:**
* Capable of using independent judgment/solid decision-making skills.
* Ability to effectively interact with internal and external customers (Managers/Owners/Guests/Etc.)
* Some interactions may require a high level of patience, tact and diplomacy to defuse negative situations, collect and analyze accurate information and resolve conflict.
* Proven job reliability, diligence, dedication and attention to detail.
**Work Environment:**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.