Guest Services

Guest Experience Agent

The primary function of the Guest Experience Agent is to book guest reservations, assist with guest relations, provide customer service, and ensure that guests receive exceptional experience by exercising sound judgment, adaptability, and consistent application of company policies

Job Responsibilities:

• Make reservations for vacation rentals via phone and email; confirm online bookings with guests and be familiar with all properties on client’s website.
• Know how to process a cancellation, alter a reservation and be familiar with company policies.
• Provide information regarding vacation rental homes and availability to current and prospective guests over the phone, via email, and in person
• Guest relations; assist guests with questions, special requests and issues before, during and after their stays ensuring a positive experience through great customer service. Use empathy on issues and complains and managers support as necessary.
• Coordinate assignments with third-party service providers (maintenance, housekeeping, and others) from ordering and tracking through completion
• Monitor recurring maintenance and minor repairs and coordinate completion of approved maintenance for homes
• 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.
• Collect funds for rent, tax, fees, etc. from customers
• Perform other job duties including, but not limited to occasional errands, other property management functions or special projects as requested by supervisor
• Greet people who come into the office
• Observe established policies and procedures
• May be asked to support at other locations within the region
• Manage and confirm reservations coming from multiple channels, including Online Travel Agencies (OTAs) such as Airbnb and Vrbo; ensure correct rates, availability and guest information are entered into internal systems
• Other duties as assigned

 Qualifications:

• High School Diploma or GED. Associates degree preferred.
• 2 years experience in Hotels, Vacation Rentals, Sales or Customer Service experience
• 2 years sales and/or reservations teams experience
• Availability to work evenings, weekends, and holidays in the office.
• Reliable transportation to and from work.
• Experience in rental management or hospitality services is preferred. 
• Proficiency in Microsoft 365 tools.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities.

 Benefits:

Full time employees will be eligible for PTO, participation in a 401K plan, health insurance benefits, and life insurance.