Guest Service Agent

Duties & Responsibilities (in Guest Service):

• Answering calls, emails, and texts directed to the guest services team from in-house guests, the local team members, and others.

• Promptly communicating updates and issues to in-house guests and other local shop team members.

• Reporting, assigning, and scheduling maintenance/general tasks to our property management team.

• Responding to guest complaints and concerns with enthusiasm, empathy, and warmth.

• Troubleshooting common guest concerns and property issues.

• Utilizing available system resources to provide answers to common questions.

• Maintaining a working knowledge of all software and systems used in the guest services environment.

• Communicating and making updates to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.

• Communicating real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner’s associations.

• Communicating guest details to condo associations and homeowner’s associations as needed.

• Maintaining detailed records of communication received, communication sent, and action taken within system notes.

• Maintaining a friendly working relationship with all coworkers, third party vendors, and other departments within the local shop.

Duties & Responsibilities (in Reservations):

• Answering calls, emails, and texts directed to the Guest Service/Reservations team from potential guests and guests who are already booked, shop team members, and others.

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 including snowbirds.

• Take guest payments.

• Handle guest refunds.

• Sending building notifications.

• Register guests for parking, wristbands, or beach chair service.

• Answer, 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 for payments, golf carts, pool heating, gap nights, etc. 

• Responsible for answering phones and directing calls to the appropriate person/department. 

• 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.

• Troubleshooting common guest concerns & property issues.

• Utilizing available system resources to provide answers to common questions.

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 Creed and Mission.

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.

1. Sending reminders for contracts that are pending or late. (Including Snowbirds, Golf Carts, and Bikes.)

2. Keeping track of golf cart agreements & deposits for properties with golf carts.

• 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)

• 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 Teams as policies are changed/revised.

• Creating/modifying email templates in Track as required.

d. Back Office Duties (Backup):

• Manage the organization and maintenance of the company’s electronic filing system.

• PSPC Packets: Ensuring GS main room has available envelopes and PSPS check in forms printed in file folder. *Including PSPC scans from property managers - ensure scans are uploaded to relative booking in Track.

• Fielding and responding to guest questions via phone, text, email, and occasionally in the office/ face-to-face as needed.
• Perform organizational duties such as scanning and filing of critical documents such as PSPC check-ins, credit card information, and personal contact information, including protecting and honoring the owner’s and guest’s personal information.

• Responsible for inspections and general maintenance as assigned to support our Operations team on occasion. This could also be done as a training tool for further exposure.

Non-Essential Job Functions:

• Creating and updating reservations in the company’s booking systems.

• Responding to reservation inquiries from potential guests.

• Performing updates to system resources.

• Handling guest requests for compensation when problems occur during the guests stay.

• Responsible for running occasional errands for the office staff. These errands may include, but not be limited to, mailing items left by guests, delivering items to properties, and other miscellaneous errands.

• All Employees may be required to conduct inspections and general maintenance as assigned to assist operations.

• Complete additional duties assigned by the Guest Service Leader as needed.

• Ability to maintain Our Creed and Mission in all we do.

• Responsible for greeting customers, in person and on the telephone, as required.

• Create critical office documents, forms, processes, and procedures as assigned.

1. Be able to help develop the local shop library for documentation and filing of electronic media.
2. Must have experience with Microsoft Office products and be proficient at using them.

• Strong verbal & written communication skills are a must.

• Strong Windows desktop navigation skills and competency in Microsoft Office Suite.

• Strong attention to detail.

• The ability to stay calm and be kind in potentially high-stress situations.

• Familiarity with the vacation rentals, property management & guest destinations.
• Ability to stay organized and effectively manage your time.

• Typing speed of 50-60 WPM

Qualifications:

• High School Diploma or GED 

• At least 1 year of customer service experience 

• Availability to work nights, weekends, and holidays in the office.

• Reliable transportation to and from work. 

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Prolonged periods of standing and moving from location to location. 

• Must be able to lift up to 15 pounds at times.