Guest Service Agent - Seasonal

VTrips Careers•Surf City, NC

3d•Hybrid

About The Position

The Guest Services Agent position at Carolina Retreats is responsible for providing exceptional customer service to guests, owners, and vendors. The main function of this role is to ensure that guests have a positive experience during their stay and to assist with any issues or requests they may have. This is a seasonal position that will end on or around October 15, 2026.

Requirements

Proficiency with document management, databases, and spreadsheets.
Working knowledge of Microsoft applications.
Strong organizational skills with the ability to multitask and problem-solve.
Excellent communication skills.
Valid driver's license, auto insurance, and reliable transportation for travel between locations while working.
Must be eligible to work in the United States and pass a background screening.
Ability to work a variable schedule, including weekends, holidays, and on-call shifts as assigned.

Responsibilities

Maintain professional relationships with owners, guests, and vendors.
Review, update, and manage property notes and folios.
Resolve owners and guest-related issues.
Coordinate and prioritize maintenance requests.
Create, close, and modify work orders and property blocks.
Develop and maintain a trade vendor list and work closely with vendors to ensure completion of work orders.
Create, modify, and cancel reservations.
Process payments, adjust payment schedules, and code auto-payment exclusions.
Revise reservation folios and property details in the reservation management system.
Change rental rates and add fees.
Adjust pricing and discount codes.
Update reservation folios and property details in the reservation management system.
Quote reservation pricing using internal systems and property details.
Create account records by effectively communicating with owners and guests via the reservation management system.
Run reservation and maintenance reports and monitor various system alerts daily.
Stay abreast of the conditions and needs of each property.
Troubleshoot customer service and maintenance issues.