Premier Guest & Client Experience Specialist

Premier Guest & Client Experience Specialist
 

Key Roles & Responsibilities:

Guest & Homeowner Interactions/ Services:

• Greet guests and clients on the phone both warmly and professionally, ensuring a positive and welcoming impression.
• Serve as the primary point of contact for guest inquiries, requests, and concerns via phone and email.
• Build rapport with guests to offer an excellent and memorable experience.
• Make outbound calls to both past and current guests to generate more reservations.
• Proactively communicate with prospective guests when it’s convenient for them such as evenings and weekends.
• Maintain excellent relationships with our homeowners through phone calls and email.
• Be client-focused, prioritizing quick replies and exceptional service.
   

Problem Resolution:

• Proactively identify and resolve guest & homeowner concerns or issues promptly and effectively.
• Coordinate with relevant departments (e.g., housekeeping, maintenance) to ensure guest satisfaction.
• Handle difficult situations with professionalism, empathy, and a solutions-oriented approach.
   

Operational Excellence:

• Manage check-ins, check-outs, and reservations efficiently using our vacation rental management systems.
• Monitor guest preferences and special requests, ensuring they are fulfilled to the highest standards.
• Collaborate with the team to ensure the property is guest-ready, including inspections and follow-ups.
• Have strong communication with our virtual assistant team and respond to any questions quickly and accurately.
   

Upselling and Recommendations:

• Offer thoughtful recommendations for upgrades, packages, or local experiences to enhance guest stays.
• Stay knowledgeable about local attractions, dining options, and activities to provide curated suggestions.

Feedback and Improvement:

• Solicit guest feedback and use it to identify opportunities for improvement in service.
• Assist in developing and implementing strategies to elevate the guest and homeowner experience.

 
Qualifications:

• Experience:
  • Minimum of 1-2 years in a guest service or hospitality role, preferably in more of a luxury or high-end setting.
  • Proven track record of delivering exceptional customer service.
  • Desirable: Real Estate License. If you do not have a real estate license, you will be required to obtain one, and the expenses to do so will be covered by us.
     
• Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities with a proactive mindset.
  • Attention to detail and the ability to multitask in a fast-paced environment.
  • Proficiency in property management systems, booking software, and basic office tools (e.g., Microsoft Office, Google Drive, CRM software).
     
• Personal Attributes:
  • A guest-centric attitude with a passion for hospitality and creating memorable experiences.
  • Adaptability, resilience, and the ability to stay calm under pressure.
  • Professional appearance and demeanor.
  • Strong desire to learn and grow.

Expectations:

• Show a drive and passion for hospitality and customer service.
• Role-play four times per week with team members to help improve phone skills.
• Be able to work five days per week in our Wildwood Crest office.
• Willingness to be trained and take on new responsibilities.
• The ability to work well in teams.
• Present yourself in a professional manner.
• Be able to prioritize and execute the task at hand.
• Show an eagerness and open mind to learn.
• Take full ownership of your actions and responsibilities.
• Hold yourself and team members accountable.

What We Offer:

• Competitive salary and bonus incentives.
• Opportunities for growth and development within the company.
• A dynamic and supportive work environment with a focus on excellence.
   

Hours per Week:

Approximately 45 Hours Per Week In Office.

Approximately 55 Hours Per Week Total.

In office Monday through Friday from Mid-October to Mid-May.

In office Tuesday through Saturday from Mid-May to Mid-October.