Guest Experience Agent

Company Overview

Our national luxury vacation rental management company has professional openings across the country. The Natural Retreats collection of brands, including 360 Blue, and Callista Vacations, serves guests in some of America's most beautiful destinations-from Palm Springs, CA, to Florida's Emerald Coast.

We foster a collaborative, fun work environment and offer an excellent benefits package.

Position Summary

Natural Retreats is seeking a personable, adaptable Guest Experience Agent to join our team in Santa Rosa Beach, FL. Reporting to the Guest Experience Manager, this hybrid role combines reservations, guest services, concierge support, and consultative sales to create seamless and memorable vacation experiences.

You'll support guests throughout their journey-from initial inquiry and booking through departure-providing personalized recommendations, answering questions, resolving concerns, and identifying opportunities to enhance each stay through additional products and services. You'll also work closely with our on-site teams to ensure guest needs and important reservation details are communicated accurately and handled promptly.

This is an ideal opportunity for a hospitality-minded professional who communicates naturally with a wide range of guests, enjoys balancing service with sales, and thrives in a fast-paced, seasonal environment where priorities may shift based on business needs.

ESSENTIAL DUTIES

• Maximize opportunities to generate incremental revenue driven by the sale of ancillary products and services in ways that enhance guest experience.
• Ensure that all guests receive amazing customer service in all aspects of their stay from arrival through departure by providing enthusiastic and personalized services based on guest needs.
• Serve as the liaison between the guest and the on-site team to ensure exceptional guest services.
• Ensure complete guest contact, count, comprehensive reason for travel, and all other relevant information and booking requirements by destination, brand, community, or sublocation is represented accurately, robustly and timely in the system corresponding to every inquiry or guest reservation created and/or accessed.
• Handle guests' communications via phone call, email, text, web chat, partner portal, and all other communication channels utilized by the company in a professional manner, adhering to department policy, property or channel requirements, and brand standards.
• Chase and collect balance payments when necessary.
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Work towards production targets individually and as a team.
• Understand and deploy knowledge of effective consultative sales tactics to ensure optimal conversion rates for a wide range of guest demographics in service of all destinations, brands, and properties within the NR portfolio.
• Resolve guest complaints through timely communication and thorough, routine follow up to ensure guest satisfaction.
• Record essential data and information using NR software: ensure all guest communications, resolutions, and ancillary actions are noted in the appropriate places within required systems.
• Maintain proficiency in all sales funnels including but not limited to online travel agent portals, wholesale relationship dynamics, luxury segmentation requirements to ensure all reservations are booked with accuracy according to the unique standards and requirements of each platform or partner agreement.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Member for this job.

Required Qualifications

• High School Diploma or equivalent
• Ability to pass pre-employment testing which may include drug testing and/or background screening
• Excellent organizational and time management skills
• Ability to uphold policies and procedures
• Ability to prioritize and execute tasks in a fast-paced, seasonal environment
• Must be computer savvy, able to learn new programs and adapt to frequent systems changes
• Ability to adapt to portfolio and company growth. Must find joy in adapting to business needs and performing different duties daily, monthly, seasonally, etc.
• Proactivity and flexibility
• Outstanding customer service

Preferred Qualifications

• Experience in hospitality, property management, and/or hotels
• Prior call center experience

Compensation, Benefits & Schedule

Hourly Rate

$20.50

Benefits

• Paid time off such as PTO, sick days, and vacation days
• Health, Dental and Vision insurance
• Life insurance
• Retirement benefits or accounts
• Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
• Long term and Short term disability insurance
• Wellness programs
• Workplace perks such as recreation activities, food and coffee, and flexible work schedules
• Telecommuting options

Schedule

• This hybrid position requires two days per week in our 360 Blue office in Santa Rosa Beach, FL.