Guest Services Representative Job Description

The main responsibility of the Guest Services Representative is to be a key point of contact with our customers, past, present, and future. They are required to be customer service and guest experience focused as well as detail-oriented.

You actively engage in multiple layers of the essential functions of the business. This includes, but is not limited to: selling reservations and concierge services to guests, processing reservation payments, and correspondence; assisting in daily maintenance of listing platforms, in-house POS systems and CRMs; and assisting in maintaining an organized, efficient and professional office environment.

This position is also required to have, and continue to expand, knowledge of the local area and be able to enhance guest experiences through concierge services. This includes services we offer, area recommendations, making reservations for dinner or wine tastings, and recommending activities and experiences in the local communities for the guests to enjoy. The Guest Services Representative is also responsible for scheduling mid-stay cleanings for our guests both as requested and as required by longer lengths of stay and serving as a point of contact for current and upcoming guests to maximize the satisfaction and meet or exceed our Standards of Guest Experience.

Job Responsibilities:

The primary responsibility of the Guest Services Representative is to be a key point of contact with our customers, past, present, and future. They are required to be customer service focused, and detail-oriented.

• Promptly manage phone calls, text messages, and emails from guests to ensure guest satisfaction by preparing for upcoming stays, getting guests settled into their home, ensuring proper check-out, and handling any issues that may arise.

• Input and finalize reservations, process payments, ensure rental agreements are signed, and communicate special requests to the proper channels of the team.

• Possess and/or expand knowledge of the local area; wineries, restaurants, breweries, and attractions and be able to make recommendations to inquiring guests.

• Actively aim to enhance the guest experience by connecting with guests, selling concierge services, making recommendations, and collaborating on new service offerings.

• Be a representative of the values of the organization when interacting with the team and clients.

• Adapt and evolve to the needs of the business in day-to-day operations.

• Communicate in a friendly manner with all coworkers, and other employees, with a focus on quality teamwork and constructive problem solving of any issues.

• Coordinate with the Operations Specialist on all office equipment issues and needs.

Employment:

• Full-time or part time; weekends required

• Hourly role; $16-$25/hour depending on experience; overtime upon Manager approval

• Discretionary annual and seasonal bonuses

• Paid time off

• Flexible schedule

• Employee discounted rates on lodging and transportation

• Incredible team and work environment with people who care

Please include the following in your application to be considered

• Up to date resume

• Cover letter