What are the responsibilities and job description for the Front Desk Agent position at Vacation HR?
As a Front Desk Agent you will be responsible for partnering with reservations, housekeeping, maintenance, and operations in providing guests the optimum rental vacation experience.
Duties & Responsibilities
- Answer calls, emails, and texts directed to the Guest Services team from potential guests, upcoming guests, current guests, team members, vendors, and others.
- Assist walk ins with any requests or issues.
- Promptly communicate updates and issues to in-house guests and other team members.
- Report, assign, and schedule maintenance and general tasks to the property management team.
- Respond to guest complaints and concerns with enthusiasm, empathy, and warmth.
- Troubleshoot common guest concerns and property issues.
- Utilize available system resources to provide answers to common questions.
- Maintain a working knowledge of all software and systems used in the guest services environment.
- Communicate and make updates in the systems to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.
- Communicate real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner’s associations.
- Communicate guest details to cabin associations and homeowner’s associations as needed.
- Maintain detailed records of communication received, communication sent, and action taken within system notes.
- Assist guests with bookings for future reservations.
- Take guest payments.
- Handle guest refunds.
- Register guests for parking.
- Handle difficult conversations such as moves, transfers, or guest concerns.
- Assist guests throughout their guest life cycle. (i.e., quoting dates, booking reservations, and utilizing available system resources to provide answers to guests).
- Handle a variety of administrative tasks relative to revenue-generating tasks for payments, golf carts, pool heating, gap nights, etc.
- Provide input for creating and improving departmental policies and procedures.
- Send reminders for contracts that are pending or late.
- Act in accordance with our motto, non-negotiables, and core values.
- Maintain a friendly working relationship with all coworkers, third party vendors, and other departments within the company.