Guest Experience Agent

Natural Retreats•Santa Rosa Beach, FL

4d•$21•Hybrid

About The Position

Natural Retreats is hiring a Guest Experience Agent to join our team! This hybrid position requires two days per week in our 360 Blue office in Santa Rosa Beach, FL. Guest Experience Agents anticipate the needs of the guest to provide exceptional guest satisfaction in all aspects of their stay. They personalize the delivery of the service, meet specific needs, and guide guests first-hand through the experience. Guest Experience Agents must possess the ability to tailor conversations and recommendations regardless of the circumstances, adapting to many conversational styles and demographics to connect with guests to increase conversion and provide distinctly personal service. Under the direction of the Guest Experience Manager, the Guest Experience Agent will perform Reservations, Guest Services, and Concierge duties to ensure detailed and successful guest experiences are provided to all Natural Retreats guests. Business needs and seasonality will dictate which function is required when from the Agent, and as a result, this Agent must thrive in environments of change.

Requirements

High School Diploma or equivalent
Ability to pass pre-employment testing which may include drug testing and/or background screening
Excellent organizational and time management skills
Ability to uphold policies and procedures
Ability to prioritize and execute tasks in a fast-paced, seasonal environment
Must be computer savvy, able to learn new programs and adapt to frequent systems changes
Ability to adapt to portfolio and company growth. Must find joy in adapting to business needs and performing different duties daily, monthly, seasonally, etc.
Proactivity and flexibility
Outstanding customer service

Nice To Haves

Experience in hospitality, property management, and/or hotels
Prior call center experience

Responsibilities

Maximize opportunities to generate incremental revenue driven by the sale of ancillary products and services in ways that enhance guest experience.
Ensure that all guests receive amazing customer service in all aspects of their stay from arrival through departure by providing enthusiastic and personalized services based on guest needs.
Serve as the liaison between the guest and the on-site team to ensure exceptional guest services.
Ensure complete guest contact, count, comprehensive reason for travel, and all other relevant information and booking requirements by destination, brand, community, or sublocation is represented accurately, robustly and timely in the system corresponding to every inquiry or guest reservation created and/or accessed.
Handle guests’ communications via phone call, email, text, web chat, partner portal, and all other communication channels utilized by the company in a professional manner, adhering to department policy, property or channel requirements, and brand standards.
Chase and collect balance payments when necessary.
Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
Work towards production targets individually and as a team.
Understand and deploy knowledge of effective consultative sales tactics to ensure optimal conversion rates for a wide range of guest demographics in service of all destinations, brands, and properties within the NR portfolio.
Resolve guest complaints through timely communication and thorough, routine follow up to ensure guest satisfaction.
Record essential data and information using NR software: ensure all guest communications, resolutions, and ancillary actions are noted in the appropriate places within required systems.
Maintain proficiency in all sales funnels including but not limited to online travel agent portals, wholesale relationship dynamics, luxury segmentation requirements to ensure all reservations are booked with accuracy according to the unique standards and requirements of each platform or partner agreement.