Guest Service Agent - Pigeon Forge

VTrips Careers•Gatlinburg, TN

9d•Onsite

About The Position

The Guest Services Agent at VTrips provides customer service to guests, owners, and vendors, helping ensure guests have a positive stay and addressing their issues and requests. This is a fully in-person position, and candidates must be located in the market. The role involves managing reservations, property information, payments, maintenance requests, vendor coordination, and customer service issues. The work takes place in a combination of indoor and outdoor workspaces, and the schedule may vary, including weekends, holidays, and assigned on-call shifts.

Requirements

Proficiency with document management, databases, and spreadsheets.
Working knowledge of Microsoft applications.
Strong organizational skills and 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.
Must be located in the market.

Responsibilities

Maintain professional relationships with owners, guests, and vendors.
Review, update, and manage property notes and folios.
Resolve owner- 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 with vendors to ensure work orders are completed.
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, add fees, and adjust pricing and discount codes.
Quote reservation pricing using internal systems and property details.
Create account records by communicating with owners and guests through the reservation management system.
Run reservation and maintenance reports and monitor system alerts daily.
Stay informed about the conditions and needs of each property.
Troubleshoot customer service and maintenance issues.
Organize, multitask, and problem-solve.