Guest Services Agent

  • Job Tracking ID: GSA062017
  • Job Location: Tybee Island, GA
  • Job Level: Mid Career (2+ years)
  • Level of Education: Any
  • Job Type: Full-Time/Regular
  • Date Updated: June 26, 2017
  • Years of Experience: 2 - 5 Years
  • Starting Date: July 1, 2017
  • Hourly: 12.00
  • Benefits: Medical, dental, vision, life insurance, AFLAC and Simple IRA



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Job Description:

Tybee Vacation Rentals (TVR), a dynamic, forward-thinking family owned business, is seeking a talented professional for our Guest Services team.

Over the last 17 years we have evolved into the largest short-term property management company in the area based on our investment in exceptional people and technology.  Vacation Rentals are one of the fastest growing segments of the hospitality industry in part due to the unique experience and value they provide travelers.

Tybee Vacations Rentals manages 250+ vacation homes and condos on Tybee Island and Historic Savannah and welcomed over 45,000 guests in 2016. From day one we’ve been dedicated to providing superior service, and to exceeding industry trends and standards. We are always searching for enthusiastic professionals to come and join our team.

The primary responsibility of a Guest Service Agent is to be customer focused and serve as the initial "face" of TVR. He/She will be expected to deliver the highest standard of courteous customer service in order to meet or exceed guest expectations and must demonstrate excellent interpersonal communication and administrative skills. He/she will be responsible for all front desk duties including but not limited to guest arrivals, departures and guest services including handling escalated customer issues both over the phone and in person. A successful candidate will possess a positive and upbeat attitude, attention to detail, the ability to multi-task and strong critical thinking and problem solving skills. Additionally, He/She may work with the Reservation/Sales Team, as needed, in responding to guest inquiries, reservation follow-up and other sales activities. Tybee Vacation Rentals operates both a fun and goal oriented office environment where you will regularly interact with our guests/customers by phone, email, and face to face in a technology driven environment.

The primary responsibility of a Guest Service Representative is to be customer focused and serve as the initial 'face' of TVR. He/She will be expected to deliver the highest standard of courteous customer service in order to meet or exceed guest expectations and must demonstrate excellent interpersonal communication and administrative skills. He/she will be responsible for all front desk duties including but not limited to guest arrivals, departures and guest services including handling escalated customer issues both over the phone and in person. A successful candidate will possess a positive and upbeat attitude, attention to detail, the ability to multi-task and strong critical thinking and problem solving skills. Additionally, He/She may work with the Reservation/Sales Team, as needed, in responding to guest inquiries, reservation follow-up and other sales activities. Tybee Vacation Rentals operates both a fun and goal oriented office environment where you will regularly interact with our guests/customers by phone, email, and face to face in a technology driven environment.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Greet, smile and welcome all guests and assist all TVR guests in any way possible. Be attentive, friendly, helpful and courteous to all guests, owners, vendors, managers and all other employees.
  • Assist in completing the Daily Task Checklist for Front of House operations.
  • Answer phones and distribute calls to appropriate TVR personnel.
  • Check voicemail and respond promptly.
  • Develop a comprehensive knowledge of our vacation rentals, policies and procedures in order to answer guest inquiries (via phone, e-mail or in person) in a timely professional and accurate manner.
  • Run arrival and departure reports and ensure accuracy at all times based on last minutes, cancellations and date changes.
  • Respond to escalated guest in house issues or complaints by listening to customer needs and follow up with guest in house issues during and after issues have been resolved.
  • Work with the Operations team and Maintenance coordinators to resolve conflicts, find solutions and solve the problems.
  • Prepare all check in envelopes for guests and confirm all required information codes, keys, clickers or remotes are provided.
  • The ability to perform all Front Desk duties including, but not limited to: Check all guests in/out in a timely and courteous manner. Track status of property arrivals and departures within appropriate software, confirm accuracy after all check in/out completed. Call guests who have not checked out in a timely manner in order to facilitate smooth transitions. Complete morning follow up calls for all guests that arrived after-hours. Upon checkout process all guest envelopes with comments to appropriate department. Assist with follow- up payment processing on guest reservations, as well as processing payments over the phone.
    • Develop a comprehensive knowledge of our destination, vacation rentals, and policies and procedures so that you can answer guest inquiries (via phone, email, or in-person) in a timely, professional, and accurate manner.
    • Confirm online guest reservations over the phone in order to ensure they are booked according to rental policies- minimum night requirements, discounting, age requirements, agent notes etc.
  • Assist in the management of keys. Make sure all guest, owners, operations and vendor keys are properly checked in and out.
  • Create work orders and document guest in-house feedback in order to provide pertinent information for operations and management in the Daily Report.
  • Update 'happenings' board weekly with current events and information.
  • Assist guests with faxing, copies, WIFI, maps, and other Tybee Vacation Information Center services.
  • Assist in the Lost and Found management process which includes logging items, contacting guests, and mailing found items back to guests.
  • Assist other TVR staff with special projects, phone calls, and other duties as needed.
    • Establish and maintain good communications and teamwork with fellow employees and other departments within company. Provide administrative support, as needed, in order to facilitate meeting department goals and project completion.
    • Communicate in a timely manner with appropriate staff when you identify an opportunity to create efficiency or improve service at TVR.
    • Cross- train, as needed, within the company in order to facilities to expanding skills and knowledge base.

Experience and Skills:

EDUCATION & EXPERIENCE

  • Minimum 3 years’ experience in the hospitality industry or relatable service environment. In depth customer service and support background a plus.
  • High School Diploma/G.E.D. required. Bachelor’s Degree or minimum of 2 years of post-secondary education preferred.
  • Ability to work weekends, holidays, and overtime as needed is a requirement. Ability to work evening shifts is preferred.
  • Able to handle the stress of high customer demand in a hospitality environment.
  • Highly proficient in utilization of Microsoft Office, especially Microsoft Excel.

QUALIFICATIONS & EXPECTATIONS

  • Candidates must be available to work weekends, holidays, and overtime if needed.
  • Candidates must have reliable transportation.
  • Candidates must be professional in appearance and dress.
  • Must possess strong computer skills with working knowledge of Microsoft Office and Internet Explorer.
  • Exceptional phone etiquette, written/verbal and communication skills, excellent customer service skills, superior organizational skills and the ability to get along with a diverse population are critical qualifications.
  • Ability to effectively present information and respond to questions.
  • A passion for customer experience combined with business curiosity and strategic viewpoint.
  • Successful candidates will have a high attention to detail, be exceptional at multi-tasking, and have the ability to respond to issues in a timely manner while working in a fast paced environment.
  • Demonstrates a high level of independence, initiative and resourcefulness while managing priorities in a flexible team environment. The ability to read, analyze, interpret and write reports, business correspondence and procedure manuals.

Benefits:

Medical, dental, vision, life insurance, AFLAC and Simple IRA