Guest Services Team Lead- Railey Vacations

Guest Services Team Lead
- Railey Vacations

Job Category: Bldg Services

Requisition Number: GUEST
008402

• Full-Time
• On-site

Showing 1 location

McHenry, MD, USA

• 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. Liaise with all departments to ensure the best service is provided to our customers
  • 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
• Remain calm, patient and polite if receiving customer feedback
• Ensure that all work meets company standards; all paperwork must be accurate and complete, including booking information and payment details
• Maintain positive working relationships with guests, vendors, other employees
• 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
• Power BI reports tracking, processing and implementation.
• Red Sky Claims – completing claim forms as needed
• Assist with adjusting/processing refunds on reservations that have been canceled and communicating with the guest
• OTA reservation tracking, managing responses through OTA dashboards and inboxes.
• Tracking and updating Property Awareness and Cancels and Moves Board, working for quick resolve. Keep the Property Awareness Log updated, request information from maintenance, ORs, etc. Call guests prior to arrival with any issue that may affect their stay. Call guest with any issue that comes up during their stay so that they are aware of any issue in the home.
• Provide an excellent customer service experience to all guests and staff by communicating with other departments to quickly resolution on guest issues while having a positive attitude, professionalism, and excellent customer service skills
• Contact the guest regarding refund amount and communicating this information to accounting. If the guest refuses the amount offered, take back to upper management to decide on an amount and then contact the guest with that information.
• Respond to Guest Experience emails in a timely and professional manner.
• Schedule home visit for verification of status in the event of major GE concerns, potential evictions and/or damages.
• Proactive communications with guests, regarding property awareness issues or evaluating and coordinating needs for relocations (moves).
• Keep the Property Awareness Log updated, request information from maintenance, ORs, etc. Call guests prior to arrival with any issue that may affect their stay. Call guest with any issue that comes up during their stay so that they are aware of any issue in the home.
• Assist with management of Lead management system PULSE by completing call scoring, call auditing.
• Assist with staff training and coaching.
• Offering recommendations for and updating department SOPs with final approval by the Guest Services Manager.
• Assist with coordination of group and event inquiries.
• Assist with completing pre-employment paperwork processing; assist Guest Services Manager with conducting interviews.
• Assist with feedback on staff performance evaluations.
• Candidate must be willing to work evenings, weekends, holidays and a rotational schedule in high demand seasons.
• Be available for after hours on call duty after training (schedule rotates)
• Ensure compliance with Anti-Money Laundering (AML) regulations, including the Bank Secrecy Act (BSA).
• Perform other duties as assigned to support the evolving needs of the business

Ability to use email and booking software

• Familiarity with properties, amenities, owners, and policies
• Abide by company policies, procedures, and guidelines

• Previous experience in hospitality and/or property management
• Previous experience in reservations or guest services

• 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…