Guest Services Associate

DESCRIPTION COMPANY OVERVIEW

Dauphin Island Beach Rentals is a vacation rental property management company. We are known for high-end property management and have one of the top property portfolios on Dauphin Island. Our success comes in the balance of meeting both guest expectations and owner expectations. We find ways to deliver the best possible experience with courtesy, responsiveness, and fine accommodations. We do this with a team approach and a combined focus on our collective success.

Our guests leave the island with memories that last a lifetime. People come in memory of childhood vacations, to get married, to be with family, to get away from busy lives. Our goal is to make that all possible. Our owners come to us because we are the most attentive company on the island and the most committed. We have the team, the budget, the facilities, the software, the tools, and we have each other.

We are in it together.

The Guest Services Associate plays a key role in supporting daily operations and managing guest interactions from start to finish. As the face of the company, this role has a direct impact on the guest experience and overall reputation of Dauphin Island Beach Rentals. Responsibilities include handling reservations, providing assistance during check-ins and check-outs, and delivering knowledgeable guidance on our properties and services.

As the Guest Services Associate grows in the role, they are expected to demonstrate high performance through mastery of folio management, charges, travel insurance, and property expertise. This position reports to the Office Manager or General Manager.

• Greeting walk ins upon arrival and making them feel welcome

• Administering check-ins and check-outs

• Delivering mail and messages

• Processing guest payments and refunds

• Being a source of information to guests on various matters such as restaurant advice and things to do

• Diffusing conflict or tense situations with guests

• Address and document guest concerns in Track

• Coordinate with other departments to address guest concerns

• Assist guests in finding properties and taking reservations

• Making reservations for guests based on their various requirements and budgetary allowances

• Advising guests on the protection of travel insurance and promoting the add-on

• Providing support to guests that may need to alter or cancel a reservation

• Documenting any conversations that are indicative of guest requests, issues or otherwise noteworthy in Track

• In solving guest issues, pick up needed items and deliver them to guests, including after hours.

• Work with guests as necessary to accommodate repairs, deliveries or other necessary interruptions during their stay.

• Investigates and resolve guest complaints

• Enforces occupancy policies and procedures by confronting violators

• Update Airbnb email addresses to ensure we have good contact information

• Follow up on delinquent reservation agreements and ensure all guests sign our reservation agreement

• Experience working in hospitality, vacation or similar industry is highly preferred.

• Minimum 1 year experience in administrative or customer service style role is a bonus.

• Excellent time management skills with the ability to change activity frequently and cope with interruptions.

• Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms.

• Dependable and prepared. Showing up on time and ready to go is key to creating great stays for our guests and peace of mind for our homeowners.

• Must be dependable, self-motivated, and able to work independently while contributing positively to a collaborative team environment.

• Comfortable talking to people—online or in person—and being able to share information in a way that’s clear, thoughtful, and represents the company in a positive way always.

Hourly Rate: $16 - 18 based on previous experience

• Paid Time Off

• Employee recognition programs

Monday - Sunday 11:30 AM - 8 PM, Flexibility to work weekends is key (on rotation)

Job Type: Full-Time

Location: In office, Dauphin Island, AL