Vacation Rental Guest Service Agent

Responsibilities

• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Follows proper check-in procedures
• Follows set procedures on posting charges and refunds
• Be knowledgeable of all tours, vips and group arrivals
• Completes appropriate VR reports
• Solves problems arising from guest complaints and provides prompt follow-up
• Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
• Attends appropriate resort, division and department meetings as needed
• Affirms guest service standards are being applied by the guest services team
• Maintains records for all VIPs, special requests, etc.
• Maintains an up-to-date working knowledge of all resort amenities as well as any special events
• Familiar with all resort services/features and local attractions/activities to respond to guest inquiries accurately and creatively
• Makes dining, tour and activity reservations for guests
• Upsells other resort services and amenities to guests
• Keeps desk organized and immaculate
• Answers incoming guest calls, transfers calls appropriately and relays messages accurately
• Aids guests with incoming packages
• Arranges bell service for guests with use of downtowner
• Aids with luggage storage and retrieval
• Performs special deliveries or errands for guests if manager approved
• Provides transportation throughout Sunriver as needed
• Maintains a clean office
• Maintains constant awareness of safety issues
• Solves guest problems and is empowered to act in absence of manager
• Logs all guest issues in breezeway, HotSOS and provides appropriate follow-up to guest
• Interacts with resort staff in a professional manner, assisting other departments with necessary information
• Always maintains a professional demeanor and attitude
• Communicates all pertinent information to the guest services team

Qualifications

• High school diploma or equivalent
• Prior hospitality experience preferred
• At least one year customer service experience preferred
• Must have excellent phone etiquette
• Must have strong computer skills
• Must have strong working knowledge of Microsoft Office programs
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have valid Driver’s license and meet resort driving standards