Guest Relations Specialist

Company:

Top Villas Location:

Davenport, Florida Employment type: Part-time (28 hours per week)

Schedule:

Tuesday:

1:00 PM•8:00

PM Thursday:

1:00 PM•8:00

PM Friday:

1:00 PM•8:00

PM Sunday:

1:00 PM•8:00 PM About Top Villas Top Villas is a family-run business and one of the world's leading luxury villa rental companies. Although we operate internationally, we remain a close-knit team who value trust, collaboration, and treating our people like family. Our US office in Davenport, Florida supports thousands of guests visiting Central Florida each year, and we are passionate about delivering exceptional, personalized service at every stage of their stay. About the Role We are looking for a Guest Relations Specialist to join our friendly US team based fully in our Davenport office . This role is ideal for someone who enjoys problem-solving, helping people, and working in a fast-paced hospitality environment alongside a supportive team. You will be the first point of contact for many of our in-house guests, helping to resolve queries, coordinate with property managers, and ensure every guest has a smooth and memorable experience. You will work closely with both our US and UK Guest Relations teams , reporting to the Guest Relations Supervisor. Key Responsibilities Guest Communication & Support Respond to guest inquiries and complaints via email, phone, and messaging platforms in a timely, professional, and empathetic manner Assist guests with pre-arrival requests and special arrangements Provide clear, helpful, and friendly communication that reflects Top Villas' premium brand Issue Resolution & Coordination Troubleshoot guest issues by liaising with internal teams and local Property Managers Escalate complex or sensitive cases to the Guest Relations Supervisor or Manager with clear background information Keep accurate records of all guest interactions in our case management system Administration & Payments Maintain up-to-date knowledge of company policies and villa listings Assist with basic guest payment queries Take guest payments securely and professionally Teamwork Work collaboratively across departments with the US and UK teams Participate in team meetings, training, and continuous improvement initiatives Damages & Disputes Inform guests of any applicable damage fees and follow up as needed Work with Property Managers to resolve disputes fairly and professionally What We're Looking For Previous experience in complaints, customer service, hospitality, or guest relations preferred Previous experience working with vacation rentals strongly preferred Strong communication and conflict-resolution skills Experience using CRM systems or customer service platforms Highly organized, empathetic, and detail-oriented Comfortable working evenings and one weekend day (Sunday) Happy to work fully from our Davenport, Florida office What We Offer Competitive hourly pay ($16•$17 per hour, depending on experience) Friendly, family-style workplace culture On-the-job training and career development Opportunity to work with an international luxury travel brand Staff discounts on villa holidays worldwide Collaborative, supportive in-office team environment How to Apply If you enjoy helping people, solving problems, and being part of a warm, collaborative team, we'd love to hear from you. Apply via Indeed or to rachel@thetopvillas.com with your resume and a brief cover note explaining why you'd be a great fit for Top Villas.

Job Type:

Full-time Pay:

$17.00 per hour

Benefits:

Employee discount Paid time off

Work Location:

In person Guest Relations Specialist 205 Town Center Boulevard, Davenport, FL 33896 $17 an hour•Full-time $17 an hour•

Full-time Company:

Top Villas Location:

Davenport, Florida Employment type: Part-time (28 hours per week)

Schedule:

Tuesday:

1:00 PM•8:00

PM Thursday:

1:00 PM•8:00

PM Friday:

1:00 PM•8:00

PM Sunday:

1:00 PM•8:00 PM About Top Villas Top Villas is a family-run business and one of the world's leading luxury villa rental companies. Although we operate internationally, we remain a close-knit team who value trust, collaboration, and treating our people like family. Our US office in Davenport, Florida supports thousands of guests visiting Central Florida each year, and we are passionate about delivering exceptional, personalized service at every stage of their stay. About the Role We are looking for a Guest Relations Specialist to join our friendly US team based fully in our Davenport office . This role is ideal for someone who enjoys problem-solving, helping people, and working in a fast-paced hospitality environment alongside a supportive team. You will be the first point of contact for many of our in-house guests, helping to resolve queries, coordinate with property managers, and ensure every guest has a smooth and memorable experience. You will work closely with both our US and UK Guest Relations teams , reporting to the Guest Relations Supervisor. Key Responsibilities Guest Communication & Support Respond to guest inquiries and complaints via email, phone, and messaging platforms in a timely, professional, and empathetic manner Assist guests with pre-arrival requests and special arrangements Provide clear, helpful, and friendly communication that reflects Top Villas' premium brand Issue Resolution & Coordination Troubleshoot guest issues by liaising with internal teams and local Property Managers Escalate complex or sensitive cases to the Guest Relations Supervisor or Manager with clear background information Keep accurate records of all guest interactions in our case management system Administration & Payments Maintain up-to-date knowledge of company policies and villa listings Assist with basic guest payment queries Take guest payments securely and professionally Teamwork Work collaboratively across departments with the US and UK teams Participate in team meetings, training, and continuous improvement initiatives Damages & Disputes Inform guests of any applicable damage fees and follow up as needed Work with Property Managers to resolve disputes fairly and professionally What We're Looking For Previous experience in complaints, customer service, hospitality, or guest relations preferred Previous experience working with vacation rentals strongly preferred Strong communication and conflict-resolution skills Experience using CRM systems or customer service platforms Highly organized, empathetic, and detail-oriented Comfortable working evenings and one weekend day (Sunday) Happy to work fully from our Davenport, Florida office What We Offer Competitive hourly pay ($16•$17 per hour, depending on experience) Friendly, family-style workplace culture On-the-job training and career development Opportunity to work with an international luxury travel brand Staff discounts on villa holidays worldwide Collaborative, supportive in-office team environment How to Apply If you enjoy helping people, solving problems, and being part of a warm, collaborative team, we'd love to hear from you. Apply via Indeed or to rachel@thetopvillas.com with your resume and a brief cover note explaining why you'd be a great fit for Top Villas.

Job Type:

Full-time Pay:

$17.00 per hour

Benefits:

Employee discount Paid time off

Work Location:

In person