What are the responsibilities and job description for the Guest Services Reservationist position at Garden City Realty?
Garden City Services, Inc
Garden City Realty, Inc
Job Description
Position: Guest Services Vacation Specialist/Reservationist
Mission/Core Values:
OUR MISSION:
To provide hospitality and service that makes the Grand Strand home
CORE VALUES:
We will make bold moves.
We will have a bias to action.
We will pursue excellence in the ordinary.
We will develop an ownership mentality.
We will focus first on what matters most.
Objective:
To secure reservations for our homeowners through knowledge and expertise of our community and company inventory while providing stellar customer service to the individuals they encounter.
Overview:
The primary function of the Guest Services Vacation Specialist/Reservationist is to assist guests with locating a vacation rental property to meet their requested needs, preferred amenities, and budget. This requires a willingness to learn and retain knowledge about the homes and condos we represent, along with the Garden City Beach and Surfside Beach areas. A day in the life of a reservationist is always different.
This is a multi-faceted position which requires the ability to communicate effectively through verbal or written correspondence, book reservations, recommend fun activities/events in the area and share the “Garden City Realty difference” with our guests, homeowners, vendors and staff. The “Garden City Realty difference” is defined as having our employee’s show care and concern while being aware of their own contribution to the company as a whole and being ready to step in to assist anyone with given directions.
The Guest Services department works closely with the other departments: Owner Services, Maintenance, Housekeeping, Laundry, and Accounting, to deliver an exceptional vacation. Our goal for you is to become a valued Team Member who is capable of performing the essential functions and responsibilities below, with the potential opportunity to cross-train in other departments after a qualifying period of time at Garden City Realty.
Responsibilities / Essential Functions:
Please note that this is not a complete list of all required responsibilities and essential functions - but is meant to give specific examples of the scope of work. Work assignments may change at any time, with or without notice.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Proficiency in the use of Escapia for creating and making changes to daily, weekly and monthly reservations.
- Knowledge of all applicable reservation guidelines and restrictions.
- Excellent Customer Service skills when dealing with guests, homeowners and vendors.
- Provide outstanding communication skills, both written and verbal. This position requires a large portion of your day to be spent communicating on the phone or through email.
- A desire to learn and be knowledgeable about our homes and condos. This includes being able to apply the features and amenities of the individual property to guest requests.
- Providing a confident and competent Front Desk experience to those we encounter. This includes the check in/out experience, answering questions and providing keys to vendors/potential guests.
- Perform administrative tasks such as: retrieve and sort mail, file paperwork, send communication throughout the reservation process, assemble check in packets for incoming arrivals, direct vendors, prepare the office for opening and closing, etc. Maintain a clean and orderly office environment.
- Assist in the day-to-day operations of the Guest Services Department. This may include updating the key log for vendors, finding alternate accommodations should the guests original property become unavailable, participating in the task/s assigned to you, etc.
- Collection and processing of payments through credit cards, checks or cash and preparing the appropriate deposit.
- Ensure the key pegboard in the office stays organized and we have multiple keys for each property. Order more keys from maintenance when needed.
- Be familiar with the functions performed by other departments (Housekeeping, Maintenance, Laundry, Owner Services and Accounting); and be able to assist and communicate both guest and owner requests or issues in an accurate, timely, effective manner.
- Promote company initiatives and maximize profits through quality customer service, follow up, and teamwork. Meet/exceed individual and team sales goals while building relationships with families to develop leads into repeat guests.
Preferred Qualifications / Competencies:
Attitude and Initiative… It is essential to present a friendly, helpful, and ‘can-do’ attitude to everyone: teammates, owners, guests, visitors, vendors, etc. The ideal candidate shows initiative, acumen and foresight to see what needs to be done and complete it.
Excellent Communication & Diplomatic Skills… The ability to communicate concisely, effectively and professionally regarding reservations, guest or property owner’s problems or concerns and solutions to guest issues.
Front Desk Procedures… A strong background in providing the highest possible standard of Customer Service for guests and homeowners, while following the best practices for guest check-in and check-out procedures.
Escapia...Knowledgeable and proficient in the use of Escapia for daily, weekly and monthly reservations, along with following all reservation guidelines.
Departmental Knowledge… An overall understanding of the vital functions performed by supporting departments: Owner Services, Housekeeping, Maintenance, Laundry, Accounting, Marketing and Human Resources. The ideal candidate will also maintain professional, working relationships both within the department and the company.
Position Type and Expected Hours of Work:
This is a full time position. The successful applicant must be available to work Saturdays, as well as full weekends during the peak season (May through September). Personal time off must be scheduled outside of this time period.
Education and Experience:
Two years of education and/or 1 years of related experience and/or training, or the equivalent combination of education and experience in a similar customer service/vacation rentals atmosphere.
