Vacation Rental Guest Service Agent

Sunriver Resort•Sunriver, OR

19d

About The Position

Looking for your next great job opportunity? Join us at our Hiring Fair on April 7 from 4–6 PM at Sunriver Resort! The Vacation Rental (VR) Guest Service Agent often provides the first point of contact for VR guests and is responsible for creating an excellent first impression. They are responsible for managing the guest arrival experience, including check‑in procedures, and providing support throughout the duration of the guest’s stay. The VR Agent will maintain the AAA Four Diamond standards. The VR Agent will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment. He/She/They shall strive to deliver exceptional service to all internal and external guests at all times. In this role, they are responsible for exemplifying the Sunriver Resort Culture and actively supporting our Vision and Mission to be the destination of choice for our guests, owners, and associates.

Requirements

High school diploma or equivalent
Must have excellent phone etiquette
Must have strong computer skills
Must have strong working knowledge of Microsoft Office programs
Must always ensure a teamwork environment
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must be able to stand on feet throughout the shift, with intermittent periods of walking;
Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance;
Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.

Nice To Haves

Prior hospitality experience preferred
At least one year customer service experience preferred

Responsibilities

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Follows proper check-in procedures
Follows set procedures on posting charges and refunds
Be knowledgeable of all tours, vips and group arrivals
Completes appropriate VR reports
Resolves problems arising from guest complaints and provides prompt follow-up
Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
Attends appropriate resort, division and department meetings as needed
Assures guest service standards are being applied by the guest services team
Assists with maintaining a strong morale and spirit throughout the guest services team
Maintains records for all VIPs, special requests, etc.
Maintains an up-to-date working knowledge of all resort amenities as well as any special events
Familiar with all resort services/features and local attractions/activities to respond to guest inquiries accurately and creatively
Makes dining, tour and activity reservations for guests
Accepts incoming guest correspondence through phone, email, breezeway and zingle
Upsells other resort services and amenities to guests
Keep desk organized and immaculate
Answers incoming guest calls, transfers calls appropriately and relays messages accurately
Assists guests with incoming packages
Arranges bell service for guests with use of downtowner
Assists with luggage storage and retrieval
Performs special deliveries or errands for guests if manager approved
Provides transportation throughout Sunriver as needed
Maintain a clean office
Maintains constant awareness of safety issues
Be capable of performing all the physical requirements outlined below
Resolves guest problems and is empowered to act in absence of manager
Logs all guest issues in breezeway, HotSOS and provides appropriate follow-up to guest
Interacts with resort staff in a professional manner, assisting other departments with necessary information
Always maintains a professional demeanor and attitude
Communicates all pertinent information to the guest services team