Job Description

COMPANY OVERVIEW:

Host2coast is a premier vacation rental management company based in Hilton Head Island, South Carolina. With a diverse portfolio of properties, host2coast offers guests an unforgettable experience in one of the most sought-after destinations in the United States. The company prides itself on providing exceptional customer service, ensuring that every guest feels welcome and well taken care of throughout their stay.

At host2coast, we believe that our success is built on the foundation of our dedicated and passionate team. We strive to create a positive and supportive work environment where every employee has the opportunity to grow and thrive. By fostering a culture of excellence and collaboration, we aim to deliver the highest level of service to our guests and property owners alike.

POSITION SUMMARY:

As a Guest Experience Agent at host2coast, you will play a crucial role in ensuring that our guests have an exceptional stay from the moment they book their reservation until the end of their visit. You will serve as the primary point of contact for guests, providing personalized assistance and recommendations to enhance their experience. Your strong communication skills, attention to detail, and ability to multitask in a fast-paced environment will be key to your success in this role.

The ideal candidate for this position is a proactive problem-solver with a genuine passion for delivering outstanding customer service. You will work closely with our property managers, maintenance, and housekeeping staff to ensure that all guest needs are met promptly and efficiently. Your positive attitude and commitment to going above and beyond for our guests will contribute to the overall success of host2coast and help us maintain our reputation as a leader in the vacation rental industry.

RESPONSIBILITIES:

• Serve as the main point of contact for guests, responding promptly and professionally to inquiries via phone, email, app, and in-person interactions.
• Provide personalized assistance and recommendations to guests, including information on property amenities, local attractions, dining options, and transportation services.
• Coordinate with property managers to ensure accurate booking information, including check-in/out procedures, special requests, and additional services.
• Address guest inquiries, concerns, and requests promptly and courteously, striving to exceed guest expectations and resolve issues effectively.
• Coordinate with maintenance and housekeeping staff to fulfill guest requests for repairs, housekeeping services, or additional amenities.
• Ensure a high level of guest satisfaction by delivering exceptional customer service throughout the guest's stay, anticipating needs, and proactively addressing any issues that may arise.
• Handle guest feedback and complaints professionally, escalating issues to management as needed and following up to ensure resolution and guest satisfaction.
• Maintain a positive, "guest is always right" attitude.

QUALIFICATIONS:

• Previous experience in hospitality, customer service, or guest relations preferred.
• Excellent communication skills, with a friendly and welcoming demeanor.
• Strong organizational abilities and attention to detail.
• Ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.
• Proficiency in reservation management software.
• Flexibility to work evenings, weekends, and holidays as required.

COMPENSATION & BENEFITS:

Annual Salary: $45,000 - $55,000

Benefits

• Paid time off such as PTO, sick days, and vacation days
• Health insurance
• Wellness programs
• Workplace perks such as recreation activities, food and coffee, and flexible work schedules

Schedule

• 5 Days a week

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