Guest Experience Agent

Job Description

Job Description

Natural Retreats is hiring a Guest Experience Agent  to join our team! 

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

Guest Experience Agents anticipate the needs of the guest to provide exceptional guest satisfaction in all aspects of their stay. They personalize the delivery of the service, meet specific needs, and guide guests first-hand through the experience. Guest Experience Agents must possess the ability to tailor conversations and recommendations regardless of the circumstances, adapting to many conversational styles and demographics to connect with guests to increase conversion and provide distinctly personal service.   Under the direction of the Guest Experience Manager, the Guest Experience Agent will perform Reservations, Guest Services, and Concierge duties to ensure detailed and successful guest experiences are provided to all Natural Retreats guests. Business needs and seasonality will dictate which function is required when from the Agent, and as a result, this Agent must thrive in environments of change.

COMPENSATION : $20.50 / hour

BENEFITS & PTO:  Natural Retreats contributes to both employee and dependent premiums! 

• 15 vacation days
• 9 holidays
• 7 sick days
• 5 NR Days with a $1,500 allowance to book a NR vacation home!
• Maternity AND Paternity Leave
• Medical (Traditional PPO-style plans and High Deductible Plan w/ HSA) 
• Dental
• Vision
• Flexible Spending Accounts (medical and dependent care) 
• 401K retirement plan options with 3.5% company match
• Short and Long Term Disability Insurance (100% company paid)
• Basic Life Insurance Policy of $50,000 (100% company paid)
• Supplemental Life Insurance (Employee, Spouse, Child)

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. 

EXPERIENCE AND SKILLS:

Required

• 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

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

HOURS OF WORK:

Natural Retreats’ core business hours for the Guest Experience department are Monday through Friday, 8:00 a.m. to 9 p.m. EST and Saturday and Sunday 10:00 a.m. to 7:00 p.m. Holidays and weekend coverage required. Because this role is responsible for supporting all destinations, the hours of this position may need to fluctuate to accommodate support in multiple time zones (Eastern, Central, Mountain, Pacific) and daily scheduling needs will vary seasonally which may result in working some inconsistent hours. We encourage all Team Members to take two (2) days off per week where possible. Vacation is generally taken outside of peak season. Note, during the summer season, 360 Blue brand destinations presently operate from 8a-8p CST on Saturdays. Flexibility with your schedule is a must. Additionally, other project work or responsibilities may occasionally require work outside of this schedule.

**As part of our hiring process, we conduct pre employment background checks. This may include but is not limited to criminal and motor vehicle records. Prior criminal history does not exclude candidates from consideration. By applying for this position, you consent to undergo a background check.

Persons with disabilities needing accommodation in the application process, or those needing job postings in an alternative format may email a request to View email address on ziprecruiter.com.

Natural Retreats is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex, gender, gender identity, gender expression, pregnancy, childbirth or related medical condition, religious creed, physical disability, mental disability, age, medical condition (cancer), AIDS/HIV, marital status, veteran status, sexual orientation, genetic information, or any other characteristic protected by federal, state or local law. We are dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, Team Member activities and general treatment during employment.

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