Guest Service Agent

Company Overview

At Avada Properties, we create exceptional vacation experiences for our guests while delivering outstanding service and results for our property owners.

We combine the close-knit feel and autonomy of a small business with the technology, resources, and tools of a larger organization. Our team members are trusted to take ownership, solve problems, and make a real impact on the guest experience.

If you're personable, dependable, and enjoy helping people while working in a fast-paced hospitality environment, we'd love to meet you.

Position Summary

Avada Properties is looking for a friendly and solutions-oriented Guest Service Agent to join our team in Sevierville, TN.

In this role, you'll help guests throughout their vacation journey—from answering questions and assisting with reservations to coordinating service needs and resolving concerns during their stay. You'll communicate with guests by phone, email, and in person while working closely with our housekeeping, maintenance, and operations teams.

This is a great opportunity for someone with experience in hospitality, hotels, vacation rentals, reservations, sales, or customer service who enjoys connecting with people and finding solutions.

Key Responsibilities

• Make reservations for vacation rentals via phone and email; confirm online bookings with guests and be familiar with all properties on client's website.

• Process a cancellation, alter a reservation and be familiar with company policies.

• Provide information regarding vacation rental homes and availability to current and prospective guests over the phone, via email, and in person

• Guest relations; assist guests with questions, special requests and issues before, during and after their stays ensuring a positive experience through great customer service. Use empathy on issues and complains and managers support as necessary.

• Coordinate assignments with third-party service providers (maintenance, housekeeping, and others) from ordering and tracking through completion

• Monitor recurring maintenance and minor repairs and coordinate completion of approved maintenance for homes

• Efficiently and accurately enter data into a variety of systems and electronic databases. Maintain the integrity of accounts by entering information with accuracy into the system.

• Collect funds for rent, tax, fees, etc. from customers

• Perform other job duties including, but not limited to occasional errands, other property management functions or special projects as requested by supervisor

• Manage and confirm reservations coming from multiple channels, including Online Travel Agencies (OTAs) such as Airbnb and Vrbo; ensure correct rates, availability and guest information are entered into internal systems

• Other duties as assigned

Required Qualifications

• High School Diploma or GED. Associates degree preferred.

• 2 years experience in Hotels, Vacation Rentals, Sales or Customer Service experience preferred

• 2 years sales and/or reservations teams experience preferred

• Availability to work evenings, weekends, and holidays in the office as needed

• Reliable transportation to and from work.

• Experience in rental management or hospitality services is preferred.

• Proficiency in Microsoft 365 tools.

• Strong communication skills, both verbal and written.

• Excellent problem-solving abilities.

Qualities of an Ideal Candidate:

• Strong organizational skills

• Attention to detail

• Dependable

• Honest

• Ethical

• Ability to prioritize and manage multiple tasks

• Great attitude and people skills

• Strong oral and written communication skills

• Self-motivated

• Works well individually and with a team

• Fast learner

• Flexible schedule

Compensation, Benefits & Schedule

Hourly Rate: $16 - $20

Schedule

• 1st: 9am-5pm: (Off Monday & Tuesday)

• 2nd: 10am-6pm: (Off Wednesday & Thursday)

Benefits

If you're looking to be part of a fast-paced, values-driven company that's as serious about people as it is about performance—you're in the right place.  We don't just offer jobs, we build careers in an environment that's supportive, ambitious, and a whole lot of fun!

• Competitive Pay – We offer compensation that stacks up strong against industry standards because we believe great people deserve great pay.

• Comprehensive Benefits – We offer medical, dental, and vision coverage options to support your total well-being.

• Smart Retirement Planning – We offer a 401(k) with a strong employer match to help you build a secure financial future.

• Generous Time Off – All new hires will accrue 15 paid days off per year, and your PTO grows with your tenure. Work-life balance isn't just a buzzword here.

• Be Part of Something Bigger – You'll be joining a company that's growing fast and doing things differently. Here, your work makes a visible impact.