Guest Experience Associate

Description

Principal Objective of Position:
Responsible for assisting the management team to deliver The Guest experience as outlined in Book & Ladders Mission. To create an environment that exceeds expectations of current and future guests, vendors, and internal team through outreach, marketing, events, and leasing efforts.

Essential Functions:
Strive for 100% occupancy by ensuring guest satisfaction is met both with retention of current residents and future by leasing current and pre-leasing future availability.
Embody the Guest Experience by exceeding expectations and following procedures to warmly greet and cultivate a lasting and trusting relationship with future and current residents and guarantors.
Utilize Book and Ladder policies to determine the guests needs, preferences, and how the community can offer an exceptional experience customized for them.
Ensure timely follow-up is being conducted to close the sale and meet leasing goals or assist current guests with any need that may arise.
Demonstrate professional authenticity to represent and showcase the community through onsite and offsite leasing and marketing efforts including, but not limited to tours, phone calls, events, housing fairs, etc.
Maintain accurate records in accordance to Book and Ladders policy and ensure property management software is updated in real-time with all aspects of the qualification process and leasing application.
Maintain clear and timely communication with current and future guests regarding their lease.
Maintain clubhouse operating hours and phone calls to quickly assist future and current guests.
Ensure proper sparkle and sanitation of tour route and model unit.
Ensure understanding of all Book and Ladder policies, procedures, and expectations.
Be a leader and champion of exemplary guest service and teamwork.

Other Responsibilities:
Knowledge and thorough understand of Equal Housing Opportunity (EHO) requirements and applicable program regulations.
Assist with annual apartment turn as needed.
Participate and attend required continuing education and in-service training sessions.
Ensure the stable and safe operation of the property at all times and ensure compliance with all company policies and procedures, as well as local, state, and federal laws and ordinances.
Perform other duties as assigned by supervisor.
Participate in Book & Ladder University as required.

Qualifications

Education and Experience Required:
One year previous experience in Student Housing industry.
High school diploma or GED preferred.

Knowledge, Skills, and Abilities Required:
Clear written and verbal communication skills.
Organized and able to stay on task and manage others as needed.
Enjoy being in a fast-paced environmental with pivoting priorities.
Enjoy providing exceptional guest service and going above and beyond to assist.
Ability to operate basic computer programs including, but not limited to, MS Office products, Internet Explorer, etc.
Valid driver's license.
Ability to work evenings and weekends as needed.

Preferred Qualifications:
Extroverted with a can-do attitude.
Collaborative with internal team, vendors, and community partners.
Embody the Book and Ladder Culture and Pillars in your work.

Work Environment and Physical Demands:
Office work environment.
Primarily inside work but may have to work outside occasionally.
Mostly sedentary work, but some walking, climbing, bending, stooping, reaching, and pushing/pulling may be required on occasion.
Requires routine use of standard office equipment such as computers, telephones, laptop, cell phone, photocopiers, filing cabinets, fax machines, etc.
Ability to lift up to 20 lbs. occasionally.
Local travel may be expected or required based on property needs, trainings, meetings or other situations necessary for success.