What are the responsibilities and job description for the Guest Service Agent position at Vacation HR?
The Guest Service Agent role will involve answering inquiries, troubleshooting issues, and ensuring that our guests have a seamless and enjoyable experience throughout their stay. You will utilize available system resources to provide answers to common questions, troubleshoot common guest concerns and property issues, and maintain a working knowledge of all software and systems used in the guest services environment.
The ideal candidate will be detail-oriented, organized, and able to remain calm and empathetic in all situations. You will collaborate with our property management team to maintain accurate and up-to-date information about our properties and communicate any updates or changes to our guests in a timely manner.
RESPONSIBILITIES:
- Point of contact for escalated guest concerns and helps maintain operational excellence aligned with brand standards.
- Answering calls, emails, and texts directed to the guest services team from in-house guests, team members, and others.
- Promptly communicating updates and issues to in-house guests and other team members.
- Reporting, assigning, and scheduling maintenance and general tasks to our property management team.
- Responding to guest complaints and concerns with enthusiasm, empathy, and warmth.
- Communicating and making updates to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.
- Maintaining detailed records of communication received, communication sent, and action taken within system notes.
- Maintaining a friendly working relationship with all coworkers, third party vendors, and other departments.
- Creating and updating reservations in the company's booking systems.
- Responding to reservation inquiries from potential guests.
- Handling guest requests for compensation when problems occur during the guests’ stay.