Guest Services Coordinator- Railey Vacations
FitzGerald Financial Group - Division of TowneBank Mortgage•McHenry, MD
•Onsite
About The Position
Railey Vacations is seeking a Guest Services Coordinator to manage daily correspondence, assist guests with inquiries and reservations, and ensure exceptional service delivery. This role involves communicating with guests and internal departments, resolving issues, and performing general administrative duties to maintain high company standards.
Requirements
- Ability to use email and booking software
- Familiarity with properties, amenities, owners, and policies
- Abide by company policies, procedures, and guidelines
Responsibilities
- Answering inquiries by phone/email/webchats to address questions and help guests find a vacation home that fits their needs
- Checking voicemails and making return calls
- Assisting guests on existing reservations
- Communicating over the phone statuses & guest issues
- Answer phone calls in a professional manner by announcing greeting, obtain guest information, following Call Flow and verify information is up to date
- Replying to guest e-mails
- Providing information & making recommendations to guests about local attractions, activities, restaurants and more
- Effectively communicating with the housekeeping/maintenance department about their daily schedule, changes, and additions
- Outbound calling including follow-ups and reminders
- Resolving guest issues by assisting guests to the best of your ability and transferring to correct departments, when necessary
- Exceed our customers’ expectations by delivering service in a professional, knowledgeable and accommodating way
- Remain calm, patient and polite if receiving customer feedback
- Liaise with all departments to ensure the best service is provided to our customers
- Ensure that all work meets company standards; all paperwork must be accurate and complete, including booking information and payment details
- General administrative duties
- Maintain positive working relationships with guests, vendors, other employees, etc.
- Ensuring guest service standards are met during arrival, departure, and during any other contact with guests.
- Navigating and managing guest issues during their stay
- Reporting guest issues accurately in Breezeway and to the appropriate department for resolution
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
