Guest Services Agent

Natural Retreats•Santa Rosa Beach, FL

8d•Hybrid

About The Position

Natural Retreats is hiring a Guest Services Agent to join our national team! Guest Services Agents support all destinations and brands in the Natural Retreats portfolio, and provide assistance to the Guest Services Manager in day-to-day business operations. Guest Services Agents drive guest satisfaction and are expected to provide enthusiastic and personalized services while proactively anticipating guest needs. Guest Services Agents function as one of the primary interfaces with guests, and this position ensures that all guests have accurate information before arrival and throughout their stay. This team member is responsible for reporting all guest and owner communications called into the office and properly documenting all calls and resolutions in our company software systems. This position is based out of the Santa Rosa Beach, FL location and is considered a hybrid role working from home and reporting to the 360 Blue office 2-3 times per week.

Requirements

Ability to pass pre-employment testing which may include drug testing and/or background screening
Ability to uphold policies and procedures
Ability to prioritize and execute tasks in a fast-paced, seasonal environment as evidence by: Excellent organizational and time management skills, Proactivity and flexibility, Outstanding customer service, and Keen attention to detail
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.

Nice To Haves

Experience in hospitality, property management, and/or hotels
Prior call center experience
High School Diploma or equivalent

Responsibilities

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.
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.
Record essential data and information using NR software: ensure all guest communications, resolutions, and ancillary actions are noted in the appropriate places within the system.
Serve as the liaison between the guest and the on-site team to ensure exceptional guest services.
Provide proactive communication to include pre-arrival, welcome and departure calls along with other proactive campaigns as assigned.
Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
Manage cases to include creating, follow up and closing using company IT software.
Resolve guest complaints, ensuring guest satisfaction.
Maintain detailed knowledge of property inventory, location, amenities etc.
Identify, implement, and/or assist with projects designed to enhance and improve the services of the company.
Act as a source of information to guests on various matters such as restaurants and local activities to make the most suitable recommendations in anticipation of guest’s needs.
As needed, create travel itineraries for guests: managing guest communication including scheduling arrangements for guests with preferred vendors to secure reservations, activities, and services.
As needed, assist Concierge in maintaining a preferred vendor database by destination and brand of all services which guests might need including, but not limited to, last-minute reservations, transportation, grocery delivery, babysitters, baby gears, floral arrangements, retail stores, ski and bike rentals, beach chairs, attractions, restaurants, shopping, tours, etc.
Provide occasional personalization of ideas and execution of gifts for guests.
Continually learn and maintain full knowledge of the company and product offerings.