Guest Services Coordinator- Railey Vacations

Towne Family of Companies•McHenry, MD

12d•Onsite

About The Position

Railey Vacations is seeking a Guest Services Coordinator to manage daily correspondence, assist guests with inquiries and existing reservations, and ensure exceptional customer service. This role involves communicating with guests and internal departments, resolving issues, and performing administrative duties to maintain high service standards.

Requirements

Ability to use email and booking software.
Familiarity with properties, amenities, owners, and policies.
Abide by company policies, procedures, and guidelines.
Ability to express or exchange ideas by means of the spoken word via email and verbally.
Ability to lift 10 pounds and exert 10+ pounds of force.
Ability to use arms and legs.
Ability to sit most of the time.
Close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
Subject to internal and external environmental conditions.

Responsibilities

Answer inquiries by phone, email, and webchats to address questions and help guests find suitable vacation homes.
Check voicemails and make return calls.
Assist guests with existing reservations.
Communicate reservation statuses and guest issues over the phone.
Answer phone calls professionally, announcing greetings, obtaining guest information, and verifying details.
Reply to guest emails.
Provide information and recommendations to guests about local attractions, activities, and restaurants.
Communicate effectively with housekeeping and maintenance departments regarding their daily schedules, changes, and additions.
Conduct outbound calls, including follow-ups and reminders.
Resolve guest issues by assisting guests to the best of your ability and transferring to correct departments when necessary.
Exceed customer expectations by delivering service in a professional, knowledgeable, and accommodating way.
Remain calm, patient, and polite when receiving customer feedback.
Liaise with all departments to ensure the best service is provided to customers.
Ensure all work meets company standards, and all paperwork is accurate and complete, including booking information and payment details.
Perform general administrative duties.
Maintain positive working relationships with guests, vendors, and other employees.
Ensure guest service standards are met during arrival, departure, and any other contact with guests.
Report guest issues accurately in Breezeway and to the appropriate department for resolution.