Front Desk Specialist

As our Front Desk Specialist, you'll serve as the primary contact for guests, vendors, and owners, handling phone calls, emails, and chats to resolve questions about reservations and other concerns while maintaining high satisfaction standards. You'll coordinate with maintenance and housekeeping teams, verify unit availability for vendor visits, and identify potential owner leads to support business growth. This role combines excellent customer service with administrative coordination, making you a key player in creating positive experiences and building lasting relationships.

Core Responsibilities

• Act as the first point of contact for our guests, vendors, and, occasionally, our owners within a local management office.
• Be responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, statement or other concern.
• Assist with the creation and delegation of maintenance and housekeeping tickets (If applicable).
• Verify unit availability to assist with scheduling vendor or realtor visits.
• Meet and maintain company standards and metrics such as guest satisfaction, accuracy, efficiency, and inquiry conversion to reservations.
• Build and maintain business relationships and open lines of communications with other internal support teams.
• Other duties as assigned because every day is different in hospitality!

Qualifications

• Experience working in hotel, 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.
• This role involves frequent travel between worksites, so reliable personal transportation is essential.
• 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.

Physical Requirements & Workplace Environment

• Work may take place indoors or outdoors, in a variety of settings including private homes, resorts, offices, and laundry facilities — often in varying weather conditions.
• We’re in hospitality and our schedules can change based on guest and homeowner needs. Shifts may include early mornings, evenings, weekends, and holidays. We require flexibility to support this.
• Reliable transportation required.
• Ability to move freely (balancing, climbing, crawling, driving, squatting, standing, stooping, walking, bending, pushing, pulling, reaching, and repetitive hand/finger motions) and lift up to a maximum of fifty (50) pounds without assistance.