What are the responsibilities and job description for the Reservations Specialist position at Vacation HR?
As a member of the Reservation team in Property Management, Reservations Specialists will handle guest concerns and questions regarding their vacation from the time they are quoted a price, until they check in on a variety of levels, via phone, email, or text in real time. Team members will work in multiple systems and work with multiple departments and third-party vendors to ensure the Guest has an optimal vacation experience throughout the guest life cycle based on the company Culture, Motto, and standard operating procedures put in place. Reservation team members will assist with all things relative to Reservations including but not limited to booking, quoting, moves, transfer bookings, management of guest critical documents, and cancellations/refunds.
Duties & Responsibilities
• Answering calls, emails, and texts directed to the Reservations team from potential guests and guests who are already booked, team members, and others.
• Employees must be available on the phone at the start of their shift promptly.
a. Reservation activities to include:
• Responding to lead requests regarding properties through multiple platforms/chats.
• Answering incoming calls from guests regarding properties.
• Booking guests for future reservations.
• Take guest payments.
• Handle guest refunds.
• Answer and record owner requests and reservations.
• Answer guest calls to assist with questions, needs, or complaints.
• Ensuring a high level of customer service to achieve high review scores.
• Handle and manage 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
• Assisting with all things relative to Reservations including but not limited to booking, quoting, moves, transfer bookings, and cancellations/refunds.
• Responding to guest complaints and concerns with care, empathy, and warmth.
• Utilizing available system resources to provide answers to common questions.
• Complete additional duties assigned by the Reservations Manager as needed.
b. Departmental Policies & Procedures:
• Provide input for creating and improving departmental policies and procedures.
• Manage all administrative information for the reservations department.
• Act in accordance with our motto, non-negotiables, and core values.
c. Company Software Data Quality Control (Backup):
• Reviewing and understanding all software/systems and how they work together.
• Keeping track of guest rental agreement submissions.
• Sending reminders for contracts that are pending or late.
• Updating new building/amenity codes in the Company booking software (Breezeway and Track).
• Ensuring the most up-to-date macros and quick replies are available. (Zendesk, Airbnb, Track Documents.)
• Sending guests revised check-in instructions when the door codes, Wi-Fi, wristbands, etc change.
• Notifying guests and communicating in a positive way - property changes such as pest control, moves, change of ownership, construction, outages, etc.
• Updating the rental agreements in Track, Breezeway, and in SharePoint as policies are changed/revised.
• Creating/modifying email templates in Track as required.