Description
The guest services team is the first point of contact for in-house guests and our property management team. The Guest Services Agent communicates with our guests and operations team to fulfill maintenance requests, troubleshoot basic issues, and follow up on completed or pending tasks. This position ensures that our guests receive help in real time and that our operations team has the information they need to quickly resolve guest issues.
Requirements
- Answering calls, emails, and texts directed to the guest services team from in-house guests, team members, and others.
- Promptly communicating updates and issues to in-house guests and other team members.
- Reporting, assigning, and scheduling maintenance and general tasks to our property management team.
- Responding to guest complaints and concerns with enthusiasm, empathy, and warmth.
- Troubleshooting common guest concerns and property issues.
- Utilizing available system resources to provide answers to common questions.
- Maintaining a working knowledge of all software and systems used in the guest services environment.
- Communicating and making updates to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.
- Maintaining detailed records of communication received, communication sent, and action taken within system notes.
- Maintaining a friendly working relationship with all coworkers, third party vendors, and other departments.
- Creating and updating reservations in the company’s booking systems.
- Responding to reservation inquiries from potential guests.
- Performing updates to system resources.
- Handling guest requests for compensation when problems occur during the guests stay.
- Completing additional duties assigned by the Guest Services Manager as needed.
Desired Skills
Strong verbal and written communication skills
Strong Windows desktop navigation skills
Strong attention to detail
Ability to stay calm and be kind in potentially high stress situations.
Familiarity with the properties, companies, and guest destinations in the area where the position is located.
Ability to stay organized and effectively manage time.
Competency in Microsoft Office Suite
Typing speed of 50-60 WPM
Qualifications
High School Diploma or GED
At least 1 year of customer service experience
Availability to work nights, weekends, and holidays in the office.
Reliable transportation to and from work.
Prolonged periods of sitting at a desk and working on a computer.
Prolonged periods of standing and moving from location to location.
Must be able to lift up to 15 pounds at times.
Benefits Include:
- Health, Dental, Vision insurance options
- Company 401K match
- Paid Time Off and Holiday Pay
- Opportunity for professional development and career growth
As part of our application process, we require all candidates to complete the Culture Index survey. This brief survey helps us understand your unique strengths and how you may fit into our team culture. Please take a moment to complete it at the time you submit your application. See the link below:
https://go.cultureindex.com/p/Wr3skv8tHaEfnVjBbM
Summary
Village Realty is a local property management, vacation rental and real estate sales firm managing over 900 exceptional Outer Banks rental properties, spanning from Corolla to Nags Head, as well as Manteo and Hatteras Island. Our mission is to create memorable and consistent experiences for our clients and customers and provide a rewarding environment for our employees.