Looking for a knowledgeable, customer-service oriented leader to manage our Guest Experience team within our CoolVacay Department!
Work Type: Full-time. Salaried. Year-round.
Work Schedule: Monday-Friday.
Location: Fully remote. Must be available to work in different time zones within the US.
Must be available to work nights, weekends, and holidays as needed.
Robust benefits package available.
Position Summary:
In this role the Guest Experience Specialist and Reservations Manager will work with the team to process all guest requests. Able to manage a team of people who handles large number of call intakes during peak seasons and holidays. Ensures rates match established codes, document exceptions. Verifies/adjusts billing for guests. Messaging guests answering questions, quotes, help resolve issues and minimize losses in a timely manner. Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Able to work proficiently on OTA Platforms: Airbnb, Booking.com, Expedia, SendSquared, Hospitable, VRBO; RHEA, Guesty. Demonstrates consistent attention to detail. Negotiates with online listing platforms to attain optimal resolution when disputes arise. Works with team on sales training tactics and a high level of guest satisfaction and interaction. Implementation of processes and procedures that help strategically line the team to be effective and efficient.
Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Assist individuals with disabilities, and thank callers with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.
Key Duties/Accountabilities
- Able to give quotes, take payments, issue refunds, develop, maintain and edit 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.
- Ability to lead, motivate, and develop a team.
- Experience with revenue management principles and inventory control.
- Oversee daily operations of the Guest Experience team.
- Ensure accurate and timely processing of all reservation modifications, cancellations, and special requests.
- Management of the group inbox and ensuring all requests or emails reach the correct recipient.
- Ensure rate integrity and compliance with resort policies and procedures.
- Monitor reservation trends, booking pace, and forecasting to support revenue goals including weekly reporting.
- Prepare departmental reports and analyze performance metrics.
- Messaging guests answering questions, quotes, help resolve issues and minimize losses in a timely manner
- Able to work proficiently on software Platforms: Airbnb, com, Expedia, SendSquared, Hospitable, VRBO; RHEA, Guesty.
- Work on assigned projects during the “slower” season as established by the CoolVacay department needs.
- Ability 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.
- Ability to negotiate with OTAs (Online Travel Agencies) when disputes.
- Strong communication skills to support relationship between the resort team and the Guest Experience Specialists.
- Experience implementing new processes and procedures across a department.
- Ability to develop and roll out a training program and train new team members during high growth periods.
- Strong understanding of scheduling and scheduling management.
- 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. - This position allows for a regular work schedule but will need some flexibility adjusting schedules to cover for vacations or appointments within the department and must be available to work nights, weekends, and holidays as needed to assist with supporting the team.
Qualities & Characteristics
- Advanced computer skills and aptitude for OTA software systems
- Exhibits effective leadership skills
- Understands and can implement hospitality or hotel sales
- Strong customer service orientation and skills
- Highly organized
- Excellent time management and multi-tasking skills
- Exceptional teamwork
- Ability to work flexible hours including weekends and evenings as required
- Clear, concise communications skills (verbal and written)
Preferred Qualifications
**Kindly be advised that all educational credentials listed on your resume will be subject to verification and validation.**
- High school diploma or E.D.; or one year of related experience and/or training; or equivalent combination of education and experience
- Vocational School Degree or Business
- Experience handling OTA platforms
Company Culture
- Celebrate Success
- Strive for Excellence
- Seek to Understand
- Adapt Quickly
- Tell the Truth
- Change Champions
- Human Centric
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