GUEST CARE AGENT

Position Overview:

As a Guest Care Agent, you will be the primary point of contact for guests throughout their stay, ensuring a seamless and enjoyable experience. This role requires excellent problem-solving skills, attention to detail, and a guest-first mindset to handle inquiries, troubleshoot issues, and resolve concerns efficiently. You will play a key role in maintaining guest satisfaction and upholding the company’s reputation for exceptional service.

Key Responsibilities:

• Serve as the main contact for guests during and after their stay, providing prompt and professional assistance.
• Troubleshoot and resolve guest-reported issues, creating work orders as needed and working closely with dispatch and property managers to ensure a quick resolution of guest reported issues.
• Follow up with guests to confirm issue resolution and ensure overall satisfaction.
• De-escalate guest concerns with empathy and problem-solving strategies to maintain positive guest relationships.
• Assist guests with pre- and post-arrival inquiries, including reservation details, special requests, and stay-related questions.
• Conduct pre-arrival calls to confirm reservation details and set expectations for a smooth check-in experience.
• Facilitate guest relocations to alternate properties when necessary, coordinating with internal teams to ensure a seamless transition.
• Manage and resolve issues reported by guests booking through Online Travel Agencies (OTAs), adhering to platform policies and company standards.
• Collaborate with housekeeping, maintenance, and operations teams to address guest needs and maintain high service standards.

General Responsibilities:

• Maintain a safety-first mindset at all times.
• Ensure work areas remain clean, organized, and efficient.

Qualifications:

Education and Experience:

• High School Diploma or equivalent required.

Skills and Abilities:

• Previous experience in customer service, hospitality, or vacation rental management preferred.
• Knowledge of customer service principles and practices.
• Strong communication and conflict resolution skills with the ability to handle high-pressure situations professionally.
• Strong adaptability and flexibility in a fast-paced environment.
• Strong interpersonal and communication skills.
• Effective time management abilities.
• Proficiency with Microsoft Office and Google Docs products.
• Proficiency in using property management systems (PMS) and customer relationship management (CRM) tools is a plus.
• Familiarity with the Finger Lakes region.
• Availability to work evenings, weekends, and holidays as needed to support guest needs.

This position offers an exciting opportunity to contribute to a dynamic team while providing superior service to our valued guests and owners.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job generally operates in a professional office environment. This role routinely uses standard office equipment such as computers, telephones, and printers/scanners.

While performing the duties of this job, the employee is regularly required to use their hands in a repetitive motion typing, reaching, grasping, and sitting.

Job Type: Full-time

Pay: $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Weekends as needed

Work Location: In person

Salary : $20