Premier Guest & Client Experience Specialist

Description

Do you have a passion for hospitality and love creating unforgettable guest experiences? At Experience Vacation Rentals, we're searching for a proactive, detail-driven Premier Guest & Client Experience Specialist to be the welcoming voice and trusted point of contact for our guests and homeowners.

In this role, you'll thrive in a fast-paced, guest-centered environment-handling inquiries, managing reservations, and resolving issues with care and professionalism. You'll play a key part in delivering seamless, personalized service while also upselling unique local experiences that make every stay truly special.

If you're energized by helping others and take pride in making every interaction count, we'd love to have you on our team.

Compensation

• Competitive Base Salary: $65,000- $75,000 per year
• Performance-based bonuses can lead to up to $100,000 OTE
• Paid time off (PTO) and holidays
• Additional perks, including discounts on vacation stays
• 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 the office Monday through Friday from mid-October to mid-May.
• In the office Tuesday through Saturday from mid-May to mid-October.

Responsibilities

• Greet and assist guests and homeowners over the phone with a friendly and professional manner to ensure a positive initial impression.

• Serve as the primary point of contact for guest inquiries, requests, and concerns through phone and email, striving to deliver exceptional service.

• Build strong connections with guests to create lasting memories and encourage repeat bookings through proactive outbound calls.

• Engage with potential guests during evenings and weekends to accommodate their preferred communication times.

• Foster positive communication and relationships with homeowners through regular phone and email correspondence.

• Respond promptly to inquiries and provide outstanding service to prioritize client satisfaction.

• Identify and resolve guest or homeowner concerns efficiently and professionally in a proactive manner.

• Collaborate with relevant departments to address and resolve guest issues effectively to ensure their contentment.

• Handle challenging situations with empathy, professionalism, and a focus on finding resolutions.

• Utilize vacation rental management systems to efficiently manage check-ins, check-outs, and reservations.

• Ensure guest preferences and special requests are met to maintain high-quality standards.

• Work closely with the team to ensure the property is prepared for guests, conducting inspections as needed.

• Maintain open communication with the virtual assistant team, offering timely and accurate responses to inquiries.

• Provide thoughtful suggestions for upgrades, packages, and local experiences to enhance guest stays.

• Stay updated on local attractions, dining options, and activities to offer personalized recommendations to guests.

• Collect guest feedback to identify areas for service enhancement and implement strategies to elevate guest and homeowner experiences.

Qualifications

• Minimum of 1-2 years of guest service or hospitality experience required, preferably in a luxury or high-end environment.

• Demonstrated track record of delivering exceptional customer service.

• Possession of a Real Estate License is preferred; willingness to obtain one with expenses covered if not already licensed.

• Excellent communication skills are essential, with the ability to effectively engage with others.

• Strong problem-solving skills with a proactive approach.

• Attention to detail and ability to multitask in a fast-paced setting.

• Proficiency in property management systems, booking software, Microsoft Office, Google Drive, and CRM software is necessary.

• Guest-centric attitude with a passion for hospitality and creating memorable experiences.

• Adaptability, resilience, and composure under pressure are critical.

• Professional appearance and demeanor expected.

• Strong desire to learn and develop in the role.