Vacation Specialist - Year Round

Jackson Hole Mountain Resort•Teton Village, WY

About The Position

Answer guest phone calls, chats, and text messages to help with travel arrangements Checks voicemails, SMS software and emails throughout the day Sending and receiving Streamsign contracts for guests prior to remote check in, following up with guests for completion Communicate property information to guests by maintaining an intimate understanding of properties managed by JHRL and continuously follow all updates/upgrades as they occur. Has an intimate understanding of properties managed by JHRL and continuously follows all updates/upgrades as they occur Becomes familiar with checking availability, sales/promotions, heard about source codes and overall booking procedures Asks open ended questions of potential guests to find out what s/he is looking for in lodging and overall experience. Understands the difference between benefits and features to sell, and upsell, JHRL to the guest. Logs all incoming leads and gathers all necessary information into lead management system and performs daily follow ups on leads in a timely manner Understands travel agent and wholesalers and their commission and payment procedures to complete third party reservations Becomes familiar with local recreational activities as an information source to sell activities and help recommend local activities Assists in sending guestbook links prior to arrival and updating as necessary Provides the Maintenance Department with a work order for any repairs or damages reported by rental guests Coordinates with Housekeeping department and assists in returning lost and found items Offer solutions for day-to-day guest situations while directing other calls and inquiries to the pertinent department Cross sells other Mountain Resort profit centers as appropriate Support Homeowner Relations team and working with homeowners as needed while providing them superior guest service. Cross trains to assist other departments with guest inquiries

Requirements

Strong verbal and written communication to be able to give and receive information clearly and succinctly.
Strong sales skills.
Strong computer skills with Microsoft Office Suite competency and the ability to learn new software programs
Excellent interpersonal skills and ability to develop a connection with guests.
Ability to work cross-functionally and as part of a team.
Strong desire to deliver high quality customer service.
Detail oriented as it pertains to accuracy and efficiency.
Excellent organizational skills.
High school diploma or GED equivalent required.
Minimum 1 year previous customer service experience required.
Knowledge of local Jackson Hole area required.

Nice To Haves

Bachelor’s or Associate’s degree in hospitality or related field preferred.
Minimum 3 years previous experience with resort operations, reservations, or customer service
Previous experience in a sales role preferred.
Previous experience with one or more of the following software programs: Streamline Vacation Rental Software, Breezeway; Revinate; RTP preferred.

Responsibilities

Answer guest phone calls, chats, and text messages to help with travel arrangements
Checks voicemails, SMS software and emails throughout the day
Sending and receiving Streamsign contracts for guests prior to remote check in, following up with guests for completion
Communicate property information to guests by maintaining an intimate understanding of properties managed by JHRL and continuously follow all updates/upgrades as they occur.
Has an intimate understanding of properties managed by JHRL and continuously follows all updates/upgrades as they occur
Becomes familiar with checking availability, sales/promotions, heard about source codes and overall booking procedures
Asks open ended questions of potential guests to find out what s/he is looking for in lodging and overall experience. Understands the difference between benefits and features to sell, and upsell, JHRL to the guest.
Logs all incoming leads and gathers all necessary information into lead management system and performs daily follow ups on leads in a timely manner
Understands travel agent and wholesalers and their commission and payment procedures to complete third party reservations
Becomes familiar with local recreational activities as an information source to sell activities and help recommend local activities
Assists in sending guestbook links prior to arrival and updating as necessary
Provides the Maintenance Department with a work order for any repairs or damages reported by rental guests
Coordinates with Housekeeping department and assists in returning lost and found items
Offer solutions for day-to-day guest situations while directing other calls and inquiries to the pertinent department
Cross sells other Mountain Resort profit centers as appropriate
Support Homeowner Relations team and working with homeowners as needed while providing them superior guest service.
Cross trains to assist other departments with guest inquiries

Benefits

Free winter ski pass and summer activities pass for the employee and their spouse and qualifying dependent children.
Medical and Dental insurance
401(k) and company match
Paid Time Off (PTO) and Sick Pay
Spending and Flexible Savings Accounts (HSA/FSA)
Free Life and AD&D insurance
Free Life insurance for employee’s spouse and dependent children
Discounts at JHMR Food & Beverage outlets
Discounts at JHMR Retail/Rental/Repair locations
Pro deals on gear and apparel through ExpertVoice, Outdoor Prolink, and JHMR partners
Discounted Daycare and Kid’s Ranch
Free START Buss pass and 100% reimbursement for START Bus Commuter pass to Teton Valley, ID and Star Valley, WY.