Guest Experience Agent

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The Guest Experience Agents primary function is to book guest reservations, assists with guest relations, provides customer service, schedules services and other administrative duties to ensure that guests are rewarded with exceptional experience.

Schedule

• Thursday to Monday
• 3pm to 11:30pm (hours can changed based on business needs)

Areas of Responsibility and Duties

• Make reservations for vacation rentals via phone and email; confirm online bookings with guests and be familiar with all properties on client's 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 info the office
• Observe established policies and procedures
• Other duties as assigned

Key Competencies

• Communication Skills - Ability to listen and effectively communicate booking information and policies
• Selling - Ability to sell and upsell
• Reliability - is dependable, consistent and does not have attendance issues
• Self-starter- is self-motivated and takes the initiative to complete tasks, doesn't require constant supervision and direction
• Solution oriented - collect and analyze information, problem-solve and improve efficiency
• Adaptability - able to learn and adopt new software.
• Auditing - willing to audit and be audited

Qualifications

Education

• Minimum Eligibility Requirements
  • High School Diploma, GED or equivalent
  • Associate degree preferred

Skills

• Proficient in Microsoft Office programs including Word, Excel and Outlook

Abilities

• Ability to effectively communicate, both orally and in writing
• Ability to learn and use new software and tools

Experience

• 2 years experience in Hotels, Vacation Rentals, Sales or Customer Service experience
• 2 years sales and/or reservations teams experience

Working Conditions

This position operates in a professional work environment. This position will be a member of a call-center team or work remotely as a sales agent. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional travel to other regional offices may be required. All Advanced Lodging Concepts employees are required to pass a background check before being hired. Candidates may not have any tattoos visible above the shoulders. Smoking/Vaping are strictly prohibited within all company work areas, managed properties, owned properties, company vehicles, and within 10 feet of all entrances, exits, accessibility ramps, windows and air-intake vents.

Physical requirements

This job is primarily performed at a stationary desk in an office and can be done sitting or standing. Lifting/moving requirements are generally 10 pounds or less. There may be occasional need to crouch, stoop and bend. Normal workdays are between eight and ten hours and overtime may be needed to fulfill job duties.

The preceding description is not designed to be a complete list of all duties and responsibilities required of the job. The company reserves the right to modify or change the at any time with or without notice. Employment is “at will”, and nothing in the should be construed as a contract for employment for any specified period of time.