Reservations Team Member

OVERVIEW:

Reservation Agent plays a leading role in generating revenue. An agent is responsible for fielding all inquiries for reservations and to convert as many of these inquiries into bookings as possible. High energy and a positive attitude are essential in creating an unforgettable experience for the customer. The best reservation agents are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. Agents can put themselves in their customers’ shoes and advocate for them when necessary. Ideal candidate must be able to work independently and work cohesively with co-workers as part of a team. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Duties:

• Answer phone calls/texts from guests and homeowners
• Deescalate grumpy guests/homeowners
• Identify when to involve Reservation Manager into conversation

• Respond to guest messages
• Chat
• Email

• Field minor guest complaints and work with other teams to resolve
• Determine when to involve Reservation’s manager or Operations Manager

• Issue door codes in Behome247 for some vendors, and some guests
• Coordinate early check in with cleaning team
• Send maintenance requests to Maintenance department
• Send cleaning complaints to House Keeping department
• Report outstanding issues to reservationist taking over the next shift
• Handling direct bookings
• Departures for previous Day
• Welcome Calls
• Postcards
• Online booking verifications
• Give guests a heads up on outstanding maintenance issues prior to check-in
• Create Arrival Packets each day
• Balance due and process payments
• Reach out to guest with declined status
• Send Onsite check in information
• Guest check in
• Brochures – keep updated and stocked
• Report last minute arrivals to operations team & house keeping
• Print and file each reservation along with Id and rental agreement
• Double check arrivals for the current day and reprint report around 5 pm to ensure accuracy
• Participate in Airbnb rotation

PERSONALITY, EXPERIENCE & QUALIFICATIONS:

• Excellent communication skills
• Ability to take instructions/directions
• Highly organized
• Strong work ethic
• Good interpersonal skills
• Meticulous attention to detail
• Computer literate
• Proactive nature
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize, and manage time effectively
• Customer orientation and ability to adapt/respond to different types of characters
• Knowledge of Microsoft Office
• Previous customer service experience is a PLUS

BENEFITS:

• Full Time Schedule with some OT needed
• Salary based on skills and abilities
• 1-hour lunch break
• $35 monthly cell phone bill reimbursement
• Competitive PTO program after 90 days
• IRA with match after 1 year of service
• Vision Insurance
• Life Insurance
• Employee discount

Job Type: Full-time

Pay: From $12.50 per hour

Benefits:

• Employee discount
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Overtime

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Blue Ridge, GA 30513: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)
• Hotel or Vacation rental: 1 year (Preferred)

Work Location: In person

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