Guest Experience & Reservations Specialist

Position Summary

In this role, the Guest Experience Specialist will work with the team to process all guest and owner requests. They will manage a large number of call intakes during peak seasons and holidays, ensuring rates match established codes, document exceptions, verify and adjust billing for guests, and answer guest calls, questions, and concerns.

Key Duties/Accountabilities

• Able to give quotes, take payments, issue refunds, develop, maintain and edit listings.
• Manage a large number of call intakes during peak seasons and holidays.
• Answering calls and helping guests and prospective guests with quotes, reservations, questions, taking payments, help resolve issues and minimize losses.
• Messaging guests answering questions, quotes, help resolve issues and minimize losses in a timely manner.
• Able to work proficiently on software Platforms: Airbnb, Booking.com, Hospitable, VRBO; RHEA, Logix.
• Work on assigned projects during the “slower” season.
• Able to stay calm and focused while working to prioritize multiple tasks with different priorities occasionally under hectic conditions.
• Good interpersonal skills: must be able to communicate clearly and connect with a variety of people in and outside of the company in potentially stressful conditions.
• Able to negotiate with OTAs (Online Travel Agencies) when disputes arise.
• Attention to details: This includes reservation bookings, taking payments, learning new software, communicating with guests, documenting refunds, looking for potential issues to help maximize earnings and minimize losses.
• Able to consistently demonstrate attention to detail approach with documenting details.
• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.

Qualifications

• High school diploma or G.E.D.; or one year of related experience and/or training; or equivalent combination of education and experience.
• Vocational School Degree or Business Certification.