What are the responsibilities and job description for the Vacation Rental Guest Service Agent position at Sunriver Resort?
Overview
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The Vacation Rental (VR) Guest Service Agent often provides the first point of contact for VR guests and is responsible for creating an excellent first impression. They are responsible for managing the guest arrival experience, including check‑in procedures, and providing support throughout the duration of the guest’s stay. The VR Agent will maintain the AAA Four Diamond standards.
The VR Agent will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment. He/She/They shall strive to deliver exceptional service to all internal and external guests at all times. In this role, they are responsible for exemplifying the Sunriver Resort Culture and actively supporting our Vision and Mission to be the destination of choice for our guests, owners, and associates.
Responsibilities
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
- Follows proper check-in procedures
- Follows set procedures on posting charges and refunds
- Be knowledgeable of all tours, vips and group arrivals
- Completes appropriate VR reports
- Resolves problems arising from guest complaints and provides prompt follow-up
- Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
- Attends appropriate resort, division and department meetings as needed
- Assures guest service standards are being applied by the guest services team
- Assists with maintaining a strong morale and spirit throughout the guest services team
- Maintains records for all VIPs, special requests, etc.
- Maintains an up-to-date working knowledge of all resort amenities as well as any special events
- Familiar with all resort services/features and local attractions/activities to respond to guest inquiries accurately and creatively
- Makes dining, tour and activity reservations for guests
- Accepts incoming guest correspondence through phone, email, breezeway and zingle
- Upsells other resort services and amenities to guests
- Keep desk organized and immaculate
- Answers incoming guest calls, transfers calls appropriately and relays messages accurately
- Assists guests with incoming packages
- Arranges bell service for guests with use of downtowner
- Assists with luggage storage and retrieval
- Performs special deliveries or errands for guests if manager approved
- Provides transportation throughout Sunriver as needed
- Maintain a clean office
- Maintains constant awareness of safety issues
- Be capable of performing all the physical requirements outlined below
- Resolves guest problems and is empowered to act in absence of manager
- Logs all guest issues in breezeway, HotSOS and provides appropriate follow-up to guest
- Interacts with resort staff in a professional manner, assisting other departments with necessary information
- Always maintains a professional demeanor and attitude
- Communicates all pertinent information to the guest services team
Qualifications
EXPERIENCE & EDUCATION:
- High school diploma or equivalent
- Prior hospitality experience preferred
- At least one year customer service experience preferred
JOB REQUIRMENTS:
- Must have excellent phone etiquette
- Must have strong computer skills
- Must have strong working knowledge of Microsoft Office programs
- Must always ensure a teamwork environment
- Ability to work a flexible schedule that may include evenings, weekends and holidays
WORKING CONDITIONS:
- Must be able to stand on feet throughout the shift, with intermittent periods of walking;
- Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance;
- Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.