Celebrate Success Strive for Excellence Seek to Understand Adapt Quickly Tell the Truth Change Champions Human Centric
Resort Guest Experience & Reservation Specialist
Location
United States
Posted
3 days ago
Salary
Not specified
Job Description
Role Description
Looking for a friendly, customer-oriented candidate to join our Rental Department for our corporate office!
- Work Type: Full-time. Hourly. Year-round.
- Work Schedule: Wednesday-Sunday. 40hrs a week.
- Location: Fully remote. Must be available to work in different time zones within the US.
- Must be able to work some holidays and evenings.
- Robust benefits package available.
In this role, the Guest Experience Specialist will work with the team to process all guest and owner requests:
- Manage a large number of call intakes during peak seasons and holidays.
- Ensure rates match established codes and document exceptions.
- Verify/adjust billing for guests.
- Message guests, answer questions, provide quotes, help resolve issues, and minimize losses in a timely manner.
- Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction.
- Work proficiently on software platforms: Airbnb, Booking.com, VRBO, RHEA.
- Demonstrate consistent attention to detail.
- Negotiate with online listing platforms to attain optimal resolution when disputes arise.
- Follow all company policies and procedures, ensuring a clean and professional appearance.
- Maintain confidentiality of proprietary information and protect company assets.
- Assist individuals with disabilities and thank callers with genuine appreciation.
- Communicate using clear and professional language, prepare and review written documents accurately, and answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others, support team goals, and listen and respond appropriately to concerns.
- Comply with quality assurance expectations and standards.
- Perform other reasonable job duties as requested by Supervisors.
Qualifications
- Advanced computer skills and aptitude for software systems.
- Strong customer service orientation and skills.
- Highly organized.
- Excellent time management and multi-tasking skills.
- Exceptional teamwork.
- Ability to work flexible hours including weekends and evenings as required.
- Clear, concise communication skills (verbal and written).
Requirements
- High school diploma or G.E.D.; or one year of related experience and/or training; or equivalent combination of education and experience.
- Vocational School Degree or Business Certification.
Benefits
- Robust benefits package available.
Company Description
- Celebrate Success
- Strive for Excellence
- Seek to Understand
- Adapt Quickly
- Tell the Truth
- Change Champions
- Human Centric
Job Requirements
- Advanced computer skills and aptitude for software systems.
- Strong customer service orientation and skills.
- Highly organized.
- Excellent time management and multi-tasking skills.
- Exceptional teamwork.
- Ability to work flexible hours including weekends and evenings as required.
- Clear, concise communication skills (verbal and written).
- High school diploma or G.E.D.; or one year of related experience and/or training; or equivalent combination of education and experience.
- Vocational School Degree or Business Certification.
Benefits
- Robust benefits package available.
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