Guest Relations Agent

Description

Job Overview:

As a member of the Guest Services team, you will handle guest concerns and questions regarding their vacation from the time they are quoted a price, until they check in on a variety of levels, via phone, email, or text in real time. Team members will work in multiple systems and work with multiple departments internally and externally to ensure the Guest has an optimal vacation experience throughout the guest life cycle based on the company's culture, motto, and standard operating procedures put in place. Reservations team members will assist with all things relative to reservations including but not limited to booking, quoting, moves, transfer bookings, management of guest critical documents, and cancellations/refunds.


Sign-On Bonus

This position is eligible for a $500 sign-on bonus!

• $250 will be paid on your first paycheck.
• $250 will be paid after successful completion of 90 days of employment.

Bonus payments are subject to standard payroll taxes and require the employee to be actively employed and in good standing at the time of payout.

Requirements

Job Responsibilities

• Respond to lead requests regarding properties through multiple platforms/chats.
• Answer incoming calls from guests regarding properties.
• Book guests for future reservations including snowbirds.
• Take guest payments.
• Send building notifications.
• Register guests for parking, wristbands, or beach chair service.
• Answer guest calls to assist with questions, needs, or complaints.
• Ensure a high level of customer service to achieve high review scores.
• Assist guests throughout their guest life cycle. (i.e., quoting dates, booking reservations, and utilizing available system resources to provide answers to guests).
• Handle a variety of administrative tasks relative to revenue-generating tasks for payments, golf carts, pool heating, gap nights, etc.
• Assist with all things relative to Reservations including but not limited to booking, quoting, moves, transfer bookings, and cancellations/refunds.
• Respond to guest complaints and concerns with care, empathy, and warmth.
• Troubleshoot common guest concerns & property issues.
• Utilize available system resources to provide answers to common questions.

Qualifications

• High School Diploma or GED
• At least 1 year of customer service experience
• Availability to work nights, weekends, and holidays in the office.
• Reliable transportation to and from work.

Schedule

This is a full-time position located in Destin, FL. Working days are Sunday through Saturday with scheduled shifts based on business needs but falling within the hours of 8 am and 10 pm. Weekend work is required.