Guest Experience Agent

Overview

Guest Experience Agent (Project Management)

• Make reservations for vacation rentals via phone and email; confirm online bookings with guests and be familiar with all properties on clients website.
• Know how to process a cancellation, alter a reservation and be familiar with company policies.
• Provide information regarding vacation rental homes and availability to current and prospective guests over the phone, via email, and in person.
• Guest relations; assist guests with questions, special requests and issues before, during and after their stays ensuring a positive experience through great customer service.
• Use empathy on issues and complains and managers support as necessary.
• Coordinate assignments with third-party service providers (maintenance, housekeeping, and others) from ordering and tracking through completion.
• Monitor recurring maintenance and minor repairs and coordinate completion of approved maintenance for homes.
• Efficiently and accurately enter data into a variety of systems and electronic databases.
• Maintain the integrity of accounts by entering information with accuracy into the system.
• Collect funds for rent, tax, fees, etc. from customers.
• Perform other job duties including, but not limited to occasional errands, other property management functions or special projects as requested by supervisor.
• Greet people who come into the office.
• Observe established policies and procedures.
• May be asked to support at other locations within the region.
• Manage and confirm reservations coming from multiple channels, including Online Travel Agencies (OTAs) such as Airbnb and Vrbo; ensure correct rates, availability and guest information are entered into internal systems.
• Other duties as assigned.

• High School Diploma or GED. Associates degree preferred.
• 2 years experience in Hotels, Vacation Rentals, Sales or Customer Service experience
• 2 years sales and/or reservations teams experience
• Availability to work evenings, weekends, and holidays in the office.
• Reliable transportation to and from work.
• Experience in rental management or hospitality services is preferred.
• Proficiency in Microsoft 365 tools.
• Strong communication skills, both verbal and written.
• Excellent problem-solving abilities.

Full time employees will be eligible for PTO, participation in a 401K plan, health insurance benefits, and life insurance.