Guest Experience Coordinator

Job Overview: We are looking for an engaging, detail-oriented, and customer-focused Concierge/Property Host and join a team dedicated to providing a high-quality and memorable experience for our guests in one of the most beautiful destinations in the U.S delivering exceptional service to our guests in South Lake Tahoe, California. In this role, you will be responsible for ensuring a seamless guest experience from pre-arrival through check-out. The ideal candidate will possess excellent local knowledge of Lake Tahoe and be committed to providing outstanding hospitality services in a professional, friendly, and organized manner.

Bold Business Company Description: Bold Business is a US-based leading global business processing outsourcing firm with over 25 years of experience and $7B+ in client engagements. We enable small and publicly traded businesses to scale by providing global outsourcing talent services. 

Key Responsibilities:

• Local Lake Tahoe Knowledge: Develop relationships with local service providers, maintain awareness of events and community activities, and update the home manual and local area guide for the company website.
• Pre-Arrival Guest Services: Review guest bookings, create and deliver a personalized Welcome Letter, contact guests to review needs and services, coordinate and book client and owner requests (e.g., restaurant reservations, transportation), and provide detailed guest itinerary and confirmations.
• Check-In/Check-Out Service: Maintain weekly schedules, conduct pre-arrival inspections, meet guests for check-in (unless a contactless check-in is requested), conduct home walk-throughs, track and report incidental charges, and conduct post-departure inspections.
• Guest Satisfaction/Recovery: Respond to home issues promptly, address service gaps, resolve and escalate complaints, and maintain effective communication with guests to ensure a positive experience.
• Documentation and Reporting: Enter weekly reports into the internal database, prepare guest itineraries, and update weekly reporting.

Qualifications:

• Candidates based in or near South Lake Tahoe are strongly preferred.
• Hospitality, customer service, real estate, property management, concierge, sales, or related background preferred.
• Excellent knowledge of Lake Tahoe and surrounding areas.
• Enjoy interacting with guests, with a friendly and professional demeanor and strong attention to detail.
• Strong communication skills over the phone, by text, via email, and in person.
• Ability to read and adapt to each guest’s personality, acting according to their preferences.
• Excellent guest recovery skills and the ability to handle stressful client interactions with positivity and professionalism.
• Self-sufficient, highly organized, with the ability to multi-task and follow through.
• Proficiency in Microsoft Office.
• Comfort with home electronics is a plus.
• Must have a reliable and presentable vehicle (gas stipend applies).
• Ability to work a flexible schedule, including nights, holidays, and weekends based on occupancy.

Physical Requirements:

• Office environment with extensive telephone usage and extended periods of sitting/standing.
• Must be able to climb stairs in our homes.
• Verbal communication is necessary for interacting with guests and owners.
• May involve lifting and carrying items weighing up to 25 pounds.