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Guest Service Agent

Job Type : Direct
Compensation : 14.00 USD/HOUR
Hours : Full Time
Travel : No
Relocation : No

Classification: Non-Exempt
Salary Grade/Level/Family/Range: Operations
Reports to: Operations Manager

Job Description

One of the largest multi-destination, technology-enabled property management companies in the United States is seeking a few high-energy Guest Service Agents to join our team. We are currently seeking candidates to fill full-time roles. Full-time employees will be eligible for Company benefits which include medical, dental, vision, life insurance, 401K, paid-time-off, and more.

Essential Functions

•Maintain professional written and verbal communication.
•Maintain professional relationships with personnel, owners, guests, and vendors.
•Review, update, and manage property notes and folios.
•Resolve owners and guest property-related issues.
•Coordinate and prioritize maintenance requests of Property Care Specialist.
•Create, close, and modify Work Orders and property blocks.
•Develop and maintain a trades vendor list; work closely with vendors to completion of the work order.
•Create, move, modify, and cancel reservations.
•Process payments adjust payment schedules and code auto-payment exclusions.
•Change rental rates and additional fees, adjust pricing and discount codes
•Update reservation folios and property details in the reservation management system.
•Create account records by communicating electronically with owners and guests via the reservation management system.
•Dynamically uses internal systems and property details to quote reservation pricing.
•Update contract and guest details within mass communication software.
•Setup and update property details (such as batteries, internet gateway, and vendor lists) within the maintenance scheduling system.
•Run reservation and maintenance reports and monitor various system alerts daily. Stay current on the conditions and needs of each property.
•Troubleshoot customer service and maintenance issues.
•Work in conjunction with the team for emergency preparedness needs.

•Strong problem solving & de-escalation skills focused on exceeding guest expectations
•Outstanding communication skills (written and oral)
•Attention to detail, follow-up & follow-through
•Ability to work in a fast-paced environment
•Strong computer proficiency
•High level of initiative
•Ability to work independently with minimal supervision
•Ability to multi-task within several applications simultaneously

Work Environment
This job primarily operates in a fast-paced professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, and scanners. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands
While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and ability to adjust focus.
Position Type and Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Sunday, from 8:00 a.m. to 8 p.m.

Required Education & Experience
High School Diploma or equivalent
Professional Office Setting
Customer Service
Preferred Education & Experience
Vacation Rental Property Mgmt. Industry
Adobe, V12, GLAD, Excel, Outlook

Work Authorization/Security Clearance 

Must be eligible to work in the United States.

AAP/EEO Statement The Company is an Equal Opportunity Employer and fully subscribes to, as well as practices, the principles of Equal Employment Opportunity. Therefore, we do not discriminate based on race, color, religion, sex, national origin, age, disability, citizenship, marital status, sexual orientation or any other characteristic protected by law in the recruitment, selection, placement, training, compensation, and promotion of our employees.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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