Job description

Hire Professionals is hiring for a growing vacation rental management company, seeking an experienced candidate in a dual Guest Services / Reservations Sales Agent role.

Evening shift hours are from 1:00 pm to 9:00 pm. Full time, 40 hours / week.

Part time shift: 3pm-9pm - 5 days including one weekend day.

Tuesday to Saturday with Sunday / Monday off or Sunday to Thursday with Friday / Saturday off.

The candidate will need a training period of 2 weeks during daytime hours (9 to 5) until ready to work the night shift.

The applicant must be able to deliver exceptional service to all guests. Despite thorough inspections and preventative measures, issues of all types will arise in the rental properties. It will be the responsibility of the candidate to ensure that these issues are effectively dealt with in a timely manner. Communication is of utmost importance, follow up with the operations team and guests must take place to ensure our guests enjoy a seamless experience with minimal interruption.

As well as assisting in house guests, the candidate will be book new reservations via inbound and outbound phone calls, emails and online web chat. The candidate will interact with customers by telephone and email to sell the benefits of our vacation rental properties, assist guests with all stages of the reservation process.

The majority of time will be spent in an office environment working on a computer, but candidates should be willing and capable of being hands on. As there may be times when they will need to visit the rental properties to assist guests. For example to take a key to let them in, to change batteries in a smoke detector, or to deliver items to the homes.

The role will consist of data entry of reservations from one system to another, therefore attention to detail and accuracy is very important.

The position requires a minimum of 24 months experience working in a similar role. Ideally, we're looking for a candidate with experience in vacation rentals who can "hit the ground running".

Applicants must be comfortable and very competent using computers and various software programs in depth.

Duties

• Answer telephone and respond to voicemail messages
• Amend reservations per guest requests (add on late checkouts, pool heat etc)
• Respond to guest inquiries by email
• Contact guests before, during and post stay to learn about their experience and encourage reviews
• Listen to and document guest issue to ensure effective communication to the property care team
• Review feedback from guests and action upon
• Follow up reported guest issues to ensure satisfactory resolution
• Assign work orders and coordinate with the property care team
• Visit properties to assist guests
• Responsibilities include the below items but are not limited to these:
• Answer incoming reservations phone calls, emails & on-line chat communications.
• Process all reservation requests, changes, and cancellations.
• Verify availability.
• Explain cancellation policies to callers.
• Document special requests.
• Answer questions about properties and resort amenities.
• Input and access data in the reservation system.
• Making outbound phone calls to leads.
• Actively follow-up on reservation inquiries via email
• Maximizing revenue opportunities by utilizing a variety of sales techniques
• Taking initiative, ability to make recommendations, and confidence in assessing and solving problems a must.

Requirements:

• Flexible and enjoys handling a variety of tasks
• Must possess a positive attitude
• Demonstrate effective conflict resolution skills
• Strong listening skills are essential
• People friendly personality essential
• Guest service experience preferred
• Excellent communication and interpersonal skills
• Team player a must
• Ability to accurately follow and provide instructions, both verbally and written.
• Proficiency with Microsoft Office including Excel and Word
• Data entry skills and comfort with computers
• Outstanding organizational skills needed
• Ability to work courteously and cooperatively with all team members
• Able to adjust to changing priorities
• Required to maintain a clean and professional appearance.
• Strong sales skills
• Agents should be courteous, self-motivated and detail oriented.
• Ability to manage sales leads a must.
• Will be expected to be able to learn various computer systems.
• Speak with clear and professional language.
• Consistently display a positive "Can Do" attitude.
• Excellent telephone presence.

Job Type: Full-time

Schedule:

• Evening shift
• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Experience:

• Sales: 2 years (Preferred)
• Customer service: 2 years (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person