Guest Services Associate

Benefits & Perks of being a Pacific Mobile Employee:

• 7.5 Paid Holidays plus 2 additional Floating Holidays (Employees hired after October 1 of the current year will receive one floating holiday instead of the standard two floating holidays.)
• 80 hours PTO (Paid Time Off) effective on hire date
• Medical, Dental, and Vision coverage options
• 8 hours of paid Volunteer Time per year
• 401(K) Retirement Benefits with Company Match
• Exercise Subsidy Plan, equal to $25 per month
• Quarterly Wellness Incentives
• Safety and Values Recognition Programs
• Years of Service Recognition
• Employee Development & Training
• Drug-Free, Safety-Focused Environment

Pay range: DOE (Depending on Experience)

Job Responsibilities

• Collaborate, with management of day-to-day operations of the property in coordination with administrative, housekeeping, maintenance, and leadership personnel.

• Participation and preparedness for Bi-Weekly Operational L10 Meetings-present solutions and process issues together with the operational team.
• Act as POC for all operations in the absence of General Manager.
• Participate in all front desk staffing rotations.
• Collaborates with General Manager on SOPs updates, changes, and team compliance.

Instill 100% Guest Satisfaction throughout the property.

• Conflict resolution and guest issues processing.
• Ensure property policies are followed by all.
• Provide feedback to leadership on the alignment of rate offerings with guest needs.

Perform the administrative duties required by the guest services operations of the property.

• Facilitate check-in/check-out process adhering to policies and procedures.
• Answer and direct calls, emails, and incoming requests for information.
• Maintain the property PMS system with all pertinent guest information.
• Perform pre-arrival room inspections and room inventories as required.

Financial Duties and Reporting.

• Perform routine guest billings.
• Generate invoices and perform collections duties for direct bill clients.
• Manage monthly apartment renewals and capture reasons for non-renewals.
• Manage and oversee all in-room FFE and operational supplies budgets as needed utilizing preferred vendors to include kitchen wares and furniture.

Collaborate with the Marketing Department to generate and implement marketing programs/content and provide feedback as required.

• Manage OTA accounts to ensure accurate rate postings, bookings, and guest communication.
• Oversee guest referral program and NPS survey program.
• Conduct monthly comp shop rates and provide data to the General Manager.
• Respond to guest review responses and bring responses of note to the team for processing.