Guest Support Representative

Description

Be the reason our guests keep coming back.

At Costa Vida, every guest interaction matters. We’re looking for a friendly, detail-oriented Guest Support Representative who can turn questions into answers, concerns into solutions, and everyday moments into positive brand experiences.

If you enjoy helping people, communicating clearly, and making someone’s day better—this role is for you.

What You’ll Do

Deliver Exceptional Guest Support

• Respond to guest inquiries via email, web forms, and social media 
• Communicate clearly, warmly, and professionally in every interaction 
• Help guests with questions,  concerns, and feedback in a timely manner 

Resolve Issues with Care

• Handle guest concerns quickly and effectively 
• Turn challenges into positive experiences 
• Escalate complex or sensitive situations when needed 
• Follow up to ensure every guest feels heard and taken care of 

Keep Things Organized & Insightful

• Accurately document guest interactions and resolutions 
• Track common issues and recurring feedback 
• Maintain organized records to support reporting and follow-up 

Ensure Quality & Consistency

• Follow response guidelines and brand standards 
• Maintain a consistent tone and high level of professionalism 
• Meet response time and quality expectations 

Collaborate & Contribute

• Work closely with team members and internal departments 
• Share guest feedback to help improve operations 
• Support team initiatives and special projects as needed

Requirements

Education & Experience

• High school diploma or equivalent required. 
• Experience in customer service, guest relations, or hospitality preferred. 

Skills & Abilities

• Strong written and verbal communication skills. 
• Ability to handle guest concerns with empathy and professionalism. 
• Strong attention to detail and organizational skills. 
• Ability to multitask and manage time effectively in a fast-paced environment. 
• Basic computer skills and familiarity with email and customer service platforms. 

Physical Activities & Requirements

• Prolonged sitting and computer use. 
• Frequent use of phone, email, and messaging systems. 
• Ability to read and respond to digital communications efficiently. 

Working Conditions

• Standard office environment.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included are the minimal standards required to perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.