Guest Experience & Reservation Specialist

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.

Position Summary:

In this role the Guest Experience Specialist will work with the team to processes all guest and owner requests. Able to manage a large number of call intakes during peak seasons and holidays. Ensures rates match established codes, document exceptions. Verifies/adjusts billing for guests. Messaging guests answering questions, quotes, help resolve issues and minimize losses in a timely manner. Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Able to work proficiently on software Platforms:  Airbnb, Booking.com, VRBO, RHEA. Demonstrates consistent attention to detail. Negotiates with online listing platforms to attain optimal resolution when disputes arise. 

Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Assist individuals with disabilities, and thank callers with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates. Comply with quality assurance expectations and standards.  Perform other reasonable job duties as requested by Supervisors.  

Key Duties/Accountabilities

• Able to give quotes, take payments, issue refunds, develop, maintain and edit listings. Manage a large number of call intakes during peak seasons and holidays.
• Answering calls and helping guests and prospective guests with quotes, reservations, questions, taking payments, help resolve issues and minimize losses.
• Messaging guests answering questions, quotes, help resolve issues and minimize losses in a timely manner.
• Able to work proficiently on software Platforms:  Airbnb, Booking.com, Hospitable, VRBO; RHEA, Logix.
• Work on assigned projects during the “slower” season.
• Ability to stay calm and focused while working to prioritize multiple tasks with different priorities occasionally under hectic conditions.
• Good interpersonal skills:  must be able to communicate clearly and connect with a variety of people in and outside of the company in potentially stressful conditions.
• Ability to negotiate with OTAs (Online Travel Agencies) when disputes arise.
• Attention to details:  This includes reservation bookings, taking payments, learning new software, communicating with guests, documenting refunds, looking for potential issues to help maximize earnings and minimize losses.
• Able to consistently demonstrate attention to detail approach with documenting details.
• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call. 
• This position allows for a regular work schedule but will need some flexibility to adjusting schedules to cover for vacations or appointments within the department and must be available to work nights, weekends, and holidays.

Expected Conduct

• Utilizes professional language at all times.
• Consistently models professional behavior.
• Remains calm during stressful and hectic periods.
• Self manages time and appropriate commitment to meeting goals.
• Plans accordingly for job duties to be fulfilled when absent or taking leave.
• Always presents a positive attitude with respect to the Company and co-workers.
• Always represents the Company, especially when in the presence of team, vendors, and guests.
• Stays compliant with Company policies and government regulations regarding employment practices, as communicated by the Human Resources Department.
• Reinforces these practices with team members, especially in relation to harassment, discrimination, and hostile work environments.

Qualities & Characteristics

• 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 communications skills (verbal and written).

Preferred Qualifications

Kindly be advised that all educational credentials listed on your resume will be subject to verification and validation.

• 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.

Company Culture

• Celebrate Success
• Strive for Excellence
• Seek to Understand
• Adapt Quickly
• Tell the Truth
• Change Champions
• Human Centric