Front Desk Associate

Front Desk Associate As a member of the Guest Services team, the Front Desk Associate will handle guest concerns and questions regarding their vacation from the time they are quoted a price until the time they check out of the property. Team members will work in multiple systems and work with multiple departments and third-party vendors to ensure the Guest has an optimal vacation experience throughout the guest life cycle based on the company's culture, motto, and standard operating procedures put in place. Front Desk Associates will assist with all things relative to the guest experience including, but not limited to, booking, quoting, moves, transfer bookings, maintenance requests, troubleshooting, management of critical guest documents, and cancellations/refunds. Duties & Responsibilities Answer calls, emails, and texts directed to the Guest Services team from potential guests, upcoming guests, current guests, team members, vendors, and others. Assist walk ins with any requests or issues. Promptly communicate updates and issues to in-house guests and other team members. Report, assign, and schedule maintenance and general tasks to the property management team. Respond to guest complaints and concerns with enthusiasm, empathy, and warmth. Troubleshoot common guest concerns and property issues. Utilize available system resources to provide answers to common questions. Maintain a working knowledge of all software and systems used in the guest services environment. Communicate and make updates in the systems to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date. Communicate real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner's associations. Communicate guest details to condo associations and homeowner's associations as needed. Maintain detailed records of communication received, communication sent, and action taken within system notes. Assist guests with bookings for future reservations including snowbirds. Take guest payments. Handle guest refunds. Register guests for parking, wristbands, or beach chair service. Handle difficult conversations such as moves, transfers, or guest concerns. Assist guests throughout their guest life cycle. (i.e., quoting dates, booking reservations, and utilizing available system resources to provide answers to guests). Handle a variety of administrative tasks relative to revenue-generating tasks for payments, golf carts, pool heating, gap nights, etc. Provide input for creating and improving departmental policies and procedures. Send reminders for contracts that are pending or late. (Including Snowbirds, Golf Carts, and Bikes.) Keep track of golf cart agreements & deposits for properties with golf carts. Act in accordance with our motto, non-negotiables, and core values. Maintain a friendly working relationship with all coworkers, third party vendors, and other departments within the company. Non-Essential Job Functions Run occasional errands for the office staff. These errands may include, but are not limited to, mailing items left by guests, delivering items to properties, and other assigned errands. The Employee may be required to conduct inspections and general maintenance as assigned to assist operations. Complete additional duties assigned by the Guest Services Manager as needed. Desired Skills Maintain the motto, mission, and core values in all you do. Greet customers in person, and on the telephone, as required. Assist managers with reservations, sales, and administrative duties. Create critical office documents, forms, processes, and procedures as assigned. Experience with Microsoft Office Suite. Strong verbal & written communication skills. Strong Windows desktop navigation skills. Strong attention to detail. Stay calm and be kind in potentially high-stress situations. Be familiar with the vacation rentals, property management & guest destinations Stay organized and effectively manage your time. Typing speed of 50-60 WPM Qualifications High School Diploma or GED At least 1 year of customer service experience Availability to work nights, weekends, and holidays in the office. Reliable transportation to and from work. Physical Requirements Prolonged periods of sitting at a desk and working on a computer. Prolonged periods of standing and moving from location to location. Must be able to lift up to 15 pounds at times. Stay was founded originally back in 1972 as a Homeowner's Association Company that provided rentals at Hi Country Haus. Over the years, we evolved to new brands, absorbed other local businesses and now we have a vacation rental company focus. We are the longest standing of the local providers and now we look to become the BIGGEST and the BEST company in Grand County. As of 2025, Stay manages 180 vacation rentals from small studios to large homes. We are expanding from the base area of Winter Park Resort all the way to Grand Lake. We have an exciting journey ahead of us, our future is very bright. As part of our application process, we invite you to complete the Culture Index survey. This survey helps us understand your unique strengths and how you may fit into our team culture. It doesn't take a lot of time to complete, and we kindly ask that you do so at the same time you submit your application to ensure a smooth and efficient process. Stay Winter Park is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Stay Winter Park makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Created: 2026-04-06