The Guest Experience Lead primary function is to assists agents with guest relations, providing resolution for guest issues or concerns, moving guests, reconciling overdue balances and other administrative duties to ensure that the guest experience team is supported and that guests are rewarded with exceptional experience.

Schedule / Location

• Thursday to Monday
• Office Position (On-Site)

Areas of Responsibility and Duties

• Resolve guest issues forwarded from guest experience agents and escalating to Owner Experience Managers and Assistant General Managers / General Managers.
• Lead point of contact for the guest experience team with the region they are assigned. This position may assist in other regions as needed.
• Assist with third-party booking issues to include but not limited to AirBnB, Booking.com, VRBO.
• Assist guests with home moves and refunds as appropriate.
• Reconcile overdue booking balances.
• Works with company trainer assisting with training of guest experience agents as needed.
• Assists the Reservations Manager with scheduling as needed.
• Be knowledgeable and capable to perform job duties of guest experience agents. This includes, but not limited to, making guest reservations, taking payment, processing cancellations, assisting guest with questions and special requests, providing information regarding properties available for rent and resolving issues that may come up during a guest stay.
• Efficiently and accurately enter data into a variety of systems and electronic databases. Maintain the integrity of accounts by entering information with accuracy into the system.
• Perform other job duties including, but not limited to occasional errands, other property management functions or special projects as requested by management.
• Greet people who come into the office.
• Observe established policies and procedures.
• Other duties as assigned.

Key Competencies

• Communication Skills – Ability to listen and effectively communicate booking information and policies
• Selling – Ability to sell and upsell
• Reliability – is dependable, consistent and does not have attendance issues
• Self-starter- is self-motivated and takes the initiative to complete tasks, doesn’t require constant supervision and direction
• Solution oriented – collect and analyze information, problem-solve and improve efficiency
• Adaptability - able to learn and adopt new software.
• Auditing - willing to audit and be audited

Qualifications

Education

• High School Diploma, GED or equivalent
• Associate degree preferred.

Skills

• Proficient in Microsoft Office programs including Word, Excel and Outlook
• Knowledgeable in troubleshooting basic technology issues
• Guest resolution management

Abilities

• Ability to effectively communicate, both orally and in writing
• Ability to learn and use new software and tools.

Experience

• 5 years’ experience in Hotels, Vacation Rentals, Sales or Customer Service experience
• 3 years’ experience in sales and/or reservations teams experience

Working Conditions

This position operates in a professional work environment. This position will be a member of a call-center team or work remotely as a sales agent. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional travel to other regional offices may be required. All potential employees are required to pass a background check before being hired. Candidates may not have any tattoos visible above the shoulders. Smoking/Vaping are strictly prohibited within all company work areas, managed properties, owned properties, company vehicles, and within 10 feet of all entrances, exits, accessibility ramps, windows and air-intake vents. This position requires employees to follow company dress code.

Physical requirements

This job is primarily performed at a stationary desk in an office and can be done sitting or standing. Lifting/moving requirements are generally 10 pounds or less. There may be occasional need to crouch, stoop and bend. Normal workdays are between eight and ten hours and overtime may be needed to fulfill job duties.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the job. The company reserves the right to modify or change the job description at any time with or without notice. Employment is “at will”, and nothing in the job description should be construed as a contract for employment for any specified period of time.