SUMMARY

The Guest Experience Specialist’s primary responsibility is to capture as many reservations as possible by utilizing effective selling techniques and all available tools. This position books guest reservations, assists with guest relations, provides customer service, and performs other duties to ensure that guests are rewarded with an exceptional experience. The ideal candidate would be self-motivated, sales-minded, customer-focused and detail-oriented with a high degree of computer literacy, the willingness to learn new processes, and the ability to merge into a dynamic work environment. This position is paid a base salary plus incentives (which start after 90 days of full-time employment).

RESPONSIBILITIES

• Assist guests by selling future reservations.
• Promptly follow up with guest inquiry leads.
• Maintain accurate and up-to-date sales and lead data.
• Monitor and report on sales, lead performance, occupancy, and other relevant metrics, and identify trends and opportunities for improvement.
• Effectively manage daily correspondences (both written and verbal) and operational tasks to exceed customer expectations and expand customer base.
• Assist customers with questions regarding their existing reservations.
• Provide concierge services with general knowledge of the property and surrounding area including restaurants, entertainment, special events and general directions.
• Display effective computer literacy and be familiar with MS Office software (Outlook, Word, Excel). Become fluent in company’s lead management and reservation software.
• Be an ongoing advocate of the customer! This role is primarily focused on relationships and the sales frontline talent, therefore he/she must be have a passion for the customer and the Atlantic Vacation Homes brand. Deliver professional and courteous customer service with a desire to exceed expectations.

COMPETENCIES

• Sales Skills – Understand consultative selling and understand approaches to working with hot, warm, and cold leads.
• Customer Focus – Ability to anticipate, discover, understand and meet the needs of customers.
• Business Communication – Exceptional verbal and written communication skills, using business-appropriate language and terminology.
• Strong Interpersonal Communication – Works well with others and resolves conflict with tact and diplomacy.
• Attention to Detail – Successfully manages many small tasks / projects with an eye for details.
• Flexibility – Is able to complete tasks in a changing environment and be able to work effectively on simultaneous projects.
• Stress Management – Maintains focus and positive attitude amidst change or under pressure
• Initiative – Can work in a self-directed manner, using good judgment and driving toward shared goals.

EDUCATION & EXPERIENCE

• Associate’s (A.A.) or Bachelor’s degree (B.A. or B.S.) or equivalent and minimum of 3 years related experience and/or training in sales, particularly in the travel or hospitality industries. Candidates with a strong sales background in non-hospitality related field will be considered.
• Must have a current, active MA real estate license.

OTHER REQUIREMENTS

• Ability to work flexible shifts; some weekend work required.
• Personal knowledge of the communities in which our homes are located is preferred.