Job Description

Essential Responsibilities:

• Daily correspondence:
  • Answering inquiries by phone/email/webchats to address questions and help guest find a vacation home that fits their needs
  • Checking voicemails and making return calls
  • Assisting guests on existing reservations
  • Communicating over the phone statuses & guest issues
• Answer phone calls in a professional manner by announcing greeting, obtain guest information, following Call Flow and verify information is up to date
• Replying to guest e-mails
• Providing information & making recommendations to guests about local attractions, activities, restaurants and more
• Effectively communicating with the housekeeping/maintenance department about their daily schedule, changes, and additions
• Outbound calling including follow-ups and reminders
• Resolving guest issues by assisting guests to the best of your ability and transferring to correct departments, when necessary
• Exceed our customers’ expectations by delivering service in a professional, knowledgeable and accommodating way
• Remain calm, patient and polite if receiving customer feedback
• Liaise with all departments to ensure the best service is provided to our customers
• Ensure that all work meets company standards; all paperwork must be accurate and complete, including booking information and payment details
• General administrative duties
• Maintain positive working relationships with guests, vendors, other employees, etc.
• Ensuring guest service standards are met during arrival, departure, and during any other contact with guests.
• Navigating and managing guest issues during their stay
• Reporting guest issues accurately in Breezeway and to the appropriate department for resolution

Minimum Required Skills & Competencies:

• Ability to use email and booking software
• Familiarity with properties, amenities, owners, and policies
• Abide by company policies, procedures, and guidelines

Physically you can anticipate to:

• Express or exchange ideas by means of the spoken word via email and verbally
• Ability to lift 10 pounds and exert 10+ pounds of force, use your arms and legs, and sit most of the time
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation
• Subject to internal and external environmental conditions
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

Pay Rate: $15.00 per hour with potential to earn incentives

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