Guest Liaison & Reservations Team Member

We pride ourselves on being the best at “wow-ing” our guests, as well as constantly improving and innovating in the vacation rental industry. Our company is known nationally as the gold standard for vacation rental companies.

This role is responsible for ensuring every guest has a positive, memorable experience from the moment they book until after their departure. They provide world-class service in every interaction, from making the sale until the guest has departed. An ideal candidate for this position is someone with a background in sales who has a desire to help guests find the perfect vacation rental homes, share in the excitement of their vacation and achieve all sales goals. The ideal candidate would also be positive and professional, even-keeled, and expressing an upbeat personality with the desire to learn and work as part of a team.

Successful agents have advanced conflict-resolution skills under pressure, and the ability to “make it right” for every guest.

• Smoothly lead a guest through the booking process by building rapport and confidence.
• Demonstrate strong sales aptitude with ability to up-sell, cross-sell, and overcome objections
• Work with partner companies to ensure all reservations are accounted for
• Strive to achieve all personal and office-wide sales goals
• Troubleshoot and resolve reservation questions and issues
• Answer guest emails, chats, texts and phone calls and attend to their requests in a timely way
• Follow up with guests during and after their stay for feedback
• Plan, prepare and track guest gifts
• Manage lost and found between Guest Liaison and Housekeeping Teams.
• Obtain and maintain a comprehensive knowledge of all lodging properties, policies, and procedures
• Deliver exemplary guest service to satisfy and surpass guest expectations and to ensure a world class experience
• Share feedback from guest comments with our Homeowner Liaison and Marketing Team in order to improve properties and market them more accurately
• Communicate with all departments on any changes or updates with guests that impact the other department
• Work with guests on refunds if they have issues during their stay
• Travel to Steamboat/Winter Park as needed for in-person meetings and trainings with team members
• All other duties as assigned