Vacation Specialist (Full-Time)

Job Description

Job Description

Nature of Work  The Vacation Specialist is a full-time role contributing to the day-to-day operations of the Guest Services Department. The primary responsibility is to deliver superior hospitality to guests or leads interested in booking a beach vacation home on the Outer Banks of North Carolina, those who have already booked, and those who are here for their vacation rental reservation. All full-time and part-time staff report to the Department Supervisor.  This position is office-based.  

Illustrative Tasks   Typical day-to-day tasks will include:

• Deliver superior hospitality to guests and leads while providing assistance in selecting the ideal vacation or special event home via phone, written, and in-person inquiries, utilizing home criteria-driven searches.
• Interactively listen and adapt to the specific needs of the guest, provide alternative or comparable solutions, answer questions, give updates, and provide helpful information about booked and in-house reservations, Twiddy rental homes, Twiddy policies, the Outer Banks area, etc.
• Develop and maintain constructive and cooperative relationships with the other Twiddy Departments to help resolve guest requests or concerns, complete home condition initiatives, and assist with guest survey responses.
• Provide professional, timely, and accurate communication to seize every opportunity to increase rates in conversion, repeat guest retention, and upsell additional services.
• Carry out negotiation requests, process payments, and recommend preferred vendors, resources, and local activities.
• Handle outbound initiatives and conduct home tours.
• Help guests understand the Vacation Rental Agreement (lease) and the guest statement of account.
• Provide troubleshooting around guest-facing features, including the Twiddy App, Guest My Account, and Trips.
• Maintain accurate and detailed records of all inbound and outbound communications. 
• Other duties as assigned by the Supervisor.

Knowledge, Skills, and Abilities 

• Excellent written & oral skills, able to think and react on the fly. 
• Exemplary time management, prioritization & organizational skills.
• Professional in every aspect of dress, speech, and conduct.
• Broad-minded with the ability to work cohesively.
• Genesys Call Center software phone, Salesforce CRM platform, Avochato, RNS, Google Suite apps, internal applications.

Desired Experience and Training

• One to three years experience in property management or other relevant industry experience.