What are the responsibilities and job description for the Guest Service Agent position at Vacation HR?
Summary: Responsible for answering calls; making reservations, assisting guests and owners; and providing exceptional customer service.
Essential Duties and Responsibilities of all Guest Service Agents include the following. Other duties may be assigned.
· Ensures that the front counter is properly manned according to season.
· Answers telephone calls and emails from potential guests; responds to questions and concerns; makes reservations
· Runs daily reservations report and checks own reservations for accuracy
· Trouble shoots complaints from guests and owners; follows through to resolution. Relocates guests as necessary. Makes adequate notes as needed.
· Prepares comp stay arrangements as needed, provides information to proper coworkers.
· Assists with reservation late payment calls. Cancels reservations as needed following proper procedures.
· Prepares pre-arrival guest packets and maintains in an orderly fashion. Confirms packages are accurate accounted for and placed in the late arrival box for guests checking in after hours. Logs key numbers and door codes according to policy.
· Generates KABA lock codes as needed.
· Prepares and distributes parking passes and maps as needed.
· Makes mid-week calls to guests.
· Prepares, prints and mails personalized brochures to guest.
· Assists with conducting rental property evaluations.
· Is familiar with and able to operate all office equipment.
· Is familiar with individual homes, communities, and area restaurants, attractions, and activities.
· Staffs rental department emergency telephone.
· Produces and maintains rental property keys.
· Runs reservation report for sales agents as requested
· Runs owner monthly balance reports and mailing lists as needed
· Supports co-workers in their assigned duties to ensure all daily duties are completed in a timely manner.
· Assists in maintaining the office in a neat a professional manner.
Work days may vary. Weekend work required.
Culture Index Survey:
As part of our application process, we require all candidates to complete the Culture Index survey. This brief survey helps us understand your unique strengths and how you may fit into our team culture. Please take a moment to complete it at the time you submit your application.(https://surveys.cultureindex.com/s/LYGw6VIQ1B/100934)
