What are the responsibilities and job description for the 30A Escapes - Assistant Director of Guest Relations position at RC Hospitality Solutions and 30A Escapes LLC?
Come join our team!
Are you passionate and motivated about the Hospitality Industry?
30A's Top Boutique Rental Management company specializes in providing our owners and high-end clientele with the best customer service possible. It's time for us to add another professional to the "Escapes Family."
Summary: Assist in managing the daily operation of the call center, reservations and ensure that agents are meeting their goals. Assist in managing all call center and reservations agents to assure calls, emails, and chats are answered in a timely manner, providing exceptional service to inquiring guests, existing reservations, and in house guests.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Ensure that agents are providing customers with accurate information in a friendly, consistent manner
• Listen to agents’ calls and provide constructive feedback based on call guidelines
• Make the schedule for the call center and reservations staff assuring adequate coverage is provided to keep abandoned rate less than 5%
• Training new agents and ongoing training for existing agents to include taking on property tours
• Present disciplinary documents to agents for corrective action
• Take escalation calls and assist with daily calls when needed
• Make reservations and follow up on leads when needed
• Run reports to ensure that reservations are made correctly, all monies are collected 60 days prior to arrival, and rental agreements are received prior to arrival date / guidelines are being followed
• Order office supplies for department, within budgeted amount provided
• Approve and submit payroll for the agents
• Ensure online booking sites, including ours, have accurate information for online customers
• Audit content of agents documents and listings on online sites
• Audit guest confirmations and property notes to ensure accuracy and proper flow of information
• Act as Manger on Duty after hours in a rotation to handle guest matters
• Act on behalf of the Guest Relations Manager in their absence
• Other administrative and operational duties as assigned
The ideal candidate will be analytical and creative with effective problem solving skills. They will be adept at project management with superior customer service. They will excel at interpersonal relationships - focusing on conflict resolution, maintaining confidentiality, and remaining open to others' ideas and are willing to try new things. This person will prioritize team work, communicate effectively - both speaking and in writing, will have exceptional leadership qualities, and be ethically sound.
Compensation: $55,000 - $60,000 annually depending on experience
If this is you, we can't wait to meet you!
Each associate brings unique skills, talents, experience, history, and culture to our company. We offer competitive wages and benefits, including paid time off and 401K, a supportive team, training and development programs, and a beautiful working environment! Come join one of the fastest-growing companies in our area as we strive to exceed expectations and build lifelong memories for our guests.
Salary : $55,000 - $60,000
