Guest Service Agent

Job Description

Job Description

The Guest Services Agent position at Carolina Retreats is responsible for providing exceptional customer service to guests, owners, and vendors. The main function of this role is to ensure that guests have a positive experience during their stay and to assist with any issues or requests they may have.

Essential Duties:

• Maintain professional relationships with owners, guests, and vendors.
• Review, update, and manage property notes and folios.
• Resolve owners and guest-related issues.
• Coordinate and prioritize maintenance requests.
• Create, close, and modify work orders and property blocks.
• Develop and maintain a trade vendor list and work closely with vendors to ensure completion of work orders.
• Create, modify, and cancel reservations.
• Process payments, adjust payment schedules, and code auto-payment exclusions.
• Revise reservation folios and property details in the reservation management system.
• Change rental rates and add fees.
• Adjust pricing and discount codes.
• Update reservation folios and property details in the reservation management system.
• Quote reservation pricing using internal systems and property details.
• Create account records by effectively communicating with owners and guests via the reservation management system.
• Run reservation and maintenance reports and monitor various system alerts daily.
• Stay abreast of the conditions and needs of each property.
• Troubleshoot customer service and maintenance issues.

Carolina Retreats is an Equal Opportunity Employer and follows the principles of Equal Employment Opportunity. The company does not discriminate based on race, color, religion, sex, national origin, age, disability, citizenship, marital status, sexual orientation, or any other characteristic protected by law during recruitment, selection, placement, training, compensation, and promotion of employees.

Please note that this job description is not exhaustive and may be subject to change. Duties, responsibilities, and activities may vary based on regional and location-specific needs of the company.

Qualifications:

• Proficiency with document management, databases, and spreadsheets.
• Working knowledge of Microsoft applications.
• Strong organizational skills with the ability to multitask and problem-solve.
• Excellent communication skills.
• Valid driver's license, auto insurance, and reliable transportation for travel between locations while working.
• Must be eligible to work in the United States and pass a background screening.
• Ability to work a variable schedule, including weekends, holidays, and on-call shifts as assigned.

Physical/Mental/Environmental Demands:

• Sitting – 90%, Standing/Walking 10%. Required to stoop, bend, stretch, twist, and reach. Occasionally lift up to 15 lbs. Must be able to talk or hear. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Organize, multitask, and problem-solve.
• Combination of indoor and outdoor workspaces.

Benefits:

• Competitive salary.
• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Employee discounts on vacation rentals.
• Professional development opportunities.

Salary Description: $16.00 per hour

Apply now and become a vital part of Carolina Retreats, where your career is more than just a job - it's an adventure!