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Field Client Services Representative- Hilton Head Island

MetaCoastal is seeking a candidate to provide Travel Advantage Network guests the best possible travel experience in one of the top resort locations.  Responsibilities begin at check-in providing guests with necessary information about the property during their stay.  Additional responsibilities include providing onsite support for the guests, serving as vendor liaison, and to make sure any repairs/renovations are completed in a timely manner and with high quality. This position will report into the Property Management Department and will contribute to the property management efforts to meet TAN’s quality and conditions standards.


Position Goals and Responsibilities:

  • Make sure the guests stays are trouble free by providing customer service during their stay and problem resolution within the designated region.  This will include but not be limited to the following:
    • Process guests check-ins/check-outs.
    • Meet and greet guests during their stay to ensure we are meeting the quality, condition and cleanliness standards for TAN or TAN VIP travel.
    • Respond to guests’ questions through phone/email and follow-through to ensure closure and achieve a satisfactory outcome for the guests.
    • Provide answers to property questions and assist the guest with room operations during their stay.
    • Provide support as runner to procure supplies needed for the properties up to a defined budget level as well as completing various administrative tasks.
    • Review all guest related charges pertaining to damages in units.


  • Oversee the brand quality standards of TAN Vendors through accountability management,- enforcing the standards put forth by the TAN Quality Assurance Team:
    • Ensure all Housekeeping and Maintenance vendors are in compliance with TAN Standards, including execution of the TAN Vendor Service Agreement
    • Monitor assigned properties survey feedback to ensure the maintenance of quality and customer satisfaction standards.
    • Maintain  a working TAN Welcome Packet for all new/existing property owners to ensure they are provided the most current information in regards to the program 
    • Perform regular Property Management (PM) inspections, coordinating repairs and improvements, as required
    • Support property improvement projects by coordinating meetings, delivery, installation, repair of furniture/appliances and assisting in the management of property upgrades.


  • Support revenue generation of TAN through lead generation for new properties within the assigned region:
    • Develop and maintain knowledge of the current markets and generate leads within the assigned market.
    • Network with local community to identify alternative acquisition leads.


  • Core working hours would be Thursday to Monday between the hours of 9-6.  Extended hours may be needed during the peak travel season to meet urgent requests.  Should be periodically available during the off-hours for emergency support and questions.



To be considered for this position all candidates must have the following:

  • Demonstrate a passion for excellence, a love for service, and innate grasp to plan, implement, evaluate, and continually improve operations
  • Strong organizational and time management skills and ability to multi-task and prioritize in a fast-paced environment.
  • Able to create a positive work environment by maintaining the highest level of ethics and integrity consistent with applicable regulatory standards and corporate values.
  • Self-motivated, highly driven, professional
  • Customer Service/Communication Skills: Guest service representatives talk, listen and help resolved conflicts with customers. An expert communicator will be able to listen effectively to find the root cause of issues, and communicate clearly and in a friendly way to solve the issue and keep the customer happy.
  • Patience: Guest service representatives might have to deal with confused or irate customers. Having patience will help you stay polite, even in stressful situations.
  • Problem-Solving Skills: You will have to solve customer issues, sometimes without seeing the actual problem first hand. Being able to problem solve with a customer will help your job.
  • Must be proficient in Microsoft Suite, additional computer skills a plus


Applicant MUST have the following skills:                          

  • Ability to prioritize and multi-task
  • Ability to develop professional relationships with prospects as well as guests, establishing trust and potential for influence
  • Acute sense of urgency, with strong time management skills- the window of opportunity to make the guest satisfied is limited so items must be completed quickly.
  • Strong listening, oral, and written communication skills
  • Ability to make presentations to potential guests
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