Apply to Senior Reservations & Guest Services Specialist
Company Overview
SeaBreeze Vacation is a leading vacation rental management company on beautiful Anna Maria Island. Our portfolio includes beachfront homes, charming cottages, and upscale condos - each designed to deliver memorable guest experiences on Florida’s Gulf Coast.
Our team is known for its hospitality, attention to detail, and genuine care for guests. If you love helping people, enjoy a fast-paced environment, and are energized by a mix of guest service and sales, you’ll thrive here.
Position Summary
SeaBreeze Vacation is seeking a personable and highly organized Senior Reservations & Guest Services Specialist to deliver elevated, personalized service to guests staying in our Concierge Collection homes. Once a reservation is confirmed by our sales and reservations team, you'll become the guest's dedicated point of contact, owning their experience from booking through checkout.
You'll build genuine relationships with guests through personalized calls and proactive communication, learning their preferences, anticipating their needs, and helping them plan an exceptional Anna Maria Island vacation. From coordinating special requests and providing local recommendations to answering questions and preparing guests for arrival, you'll ensure every detail is thoughtfully handled.
Behind the scenes, you'll maintain detailed guest profiles, accurately document requests and reservation information, and ensure all required details are completed on time. You'll also support the broader Guest Services team as needed, helping maintain SeaBreeze Vacation's high standard of hospitality across the guest experience.
This is an in-office position ideal for someone who is warm, proactive, exceptionally detail-oriented, and takes pride in creating memorable experiences through genuine personal service.
Key Responsibilities
Take ownership of assigned Concierge Collection reservations once the reservation has been sold and confirmed, serving as the guest's dedicated SeaBreeze point of contact through the completion of their stay.
Build genuine relationships with guests through personalized calls and proactive outreach, creating a high-touch experience that feels personal rather than transactional.
Conduct guest discovery to understand trip details, preferences, celebrations, special requests, and vacation-planning needs, and use this information to create and maintain a detailed guest profile.
Guide guests through the pre-arrival process, clearly communicating expectations, required information, important property details, and what they can expect throughout their SeaBreeze experience.
Assist guests with vacation planning, including dining, activities, transportation, rentals, special occasions, and other local services and experiences.
Identify and pursue appropriate upsell opportunities based on each guest's needs and preferences. Actively promote SeaBreeze services, enhancements, and preferred vendor partners to increase ancillary revenue while adding value to the guest's stay.
Maintain strong knowledge of Anna Maria Island, local businesses, activities, services, and trusted partners to provide knowledgeable and personalized recommendations.
Proactively and carefully review upcoming reservations for accuracy and completeness, identifying missing information, outstanding documentation, special requests, requirements, or potential issues well before arrival.
Demonstrate exceptional attention to detail by ensuring guest information, reservation details, required documentation, requests, preferences, communications, and follow-up items are accurately recorded and completed within required timelines.
Coordinate reservation-related needs such as early check-ins, late check-outs, golf cart requirements, special requests, and applicable Concierge Collection benefits.
Check in with guests following arrival to ensure they are settled in, the property meets expectations, and any immediate questions or needs are addressed.
Respond promptly and professionally to guest calls, texts, emails, and requests before and during the stay.
Take ownership of guest concerns and coordinate with Operations, Housekeeping, Maintenance, Management, and outside partners to facilitate timely resolution.
Follow through and close the loop on every guest request, commitment, and outstanding item, ensuring nothing is left unresolved or undocumented.
Support the broader guest services team based upon operational needs
Follow all SeaBreeze Guest Services, Concierge Collection, reservation, documentation, and company procedures and standards.
Complete additional administrative, reservation, and guest-support responsibilities as assigned by management.
Required Qualifications
At least 3 years of experience in hospitality, concierge services, guest services, reservations, or luxury hospitality customer service
Exceptional attention to detail with a strong commitment to accuracy, organization, and timely follow-through
Strong verbal and written communication skills
Warm, polished, and professional demeanor with the ability to quickly establish rapport and build relationships with guests
Highly organized with the ability to manage multiple guests, reservations, requests, deadlines, and follow-up items simultaneously
Proactive mindset with the ability to anticipate guest needs and identify details that require attention before they become issues
Strong documentation habits and the ability to maintain accurate guest profiles, reservation notes, and records
Resourceful and solution-oriented, with the ability to confidently coordinate unique or time-sensitive guest needs
Strong knowledge of Anna Maria Island and the surrounding area, or the enthusiasm and ability to quickly become a local expert
Ability to remain calm, professional, and guest-focused in a fast-paced hospitality environment
Tech-savvy with the ability to learn reservation, communication, and guest-management systems quickly
Reliable and punctual
Compensation, Benefits & Schedule
Hourly Rate: $25.00
Benefits:
Paid time off such as PTO, sick days, and vacation days
Health insurance
Employee recognition programs
Gym memberships or discounts
Dental insurance
Vision insurance
Schedule
9-5 Monday, Tuesday, Thursday, Friday, Saturday
Flexibility Required to meet operational demands