Guest Experience Associate

Book & Ladder LLC•Stillwater, OK

23h•Onsite

About The Position

The Guest Experience Associate is responsible for assisting the management team in delivering The Guest experience as outlined in Book & Ladders Mission. This role aims to create an environment that exceeds expectations for current and future guests, vendors, and the internal team through outreach, marketing, events, and leasing efforts. The associate will strive for 100% occupancy by ensuring guest satisfaction, both through retention of current residents and by leasing current and pre-leasing future availability. Key aspects include embodying the Guest Experience by exceeding expectations, warmly greeting and cultivating lasting relationships with residents and guarantors, and utilizing Book and Ladder policies to customize exceptional experiences. The position requires timely follow-up to close sales, meet leasing goals, and assist current guests, as well as demonstrating professional authenticity to represent the community through various onsite and offsite leasing and marketing activities.

Requirements

One year previous experience in Student Housing industry.
High school diploma or GED preferred.
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.

Nice To Haves

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.

Responsibilities

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.
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.