As a member of the Guest Services team, the Guest Services Agent will handle guest concerns and questions regarding their vacation from the time they are quoted a price until the time they check out of the property. Team members will work in multiple systems and work with multiple departments and third-party vendors to ensure the Guest has an optimal vacation experience throughout the guest life cycle based on Stoney Brook's culture, motto, and standard operating procedures put in place. Guest Services Agents will assist with all things relative to the guest experience including, but not limited to, booking, quoting, moves, transfer bookings, maintenance requests, troubleshooting, management of critical guest documents, and cancellations/refunds.
Duties & Responsibilities
- Answer calls, emails, and texts directed to the Guest Services team from potential guests, upcoming guests, current guests, team members, vendors, and others.
- Assist walk ins with any requests or issues.
- Promptly communicate updates and issues to in-house guests and other team members.
- Report, assign, and schedule maintenance and general tasks to the property management team.
- Respond to guest complaints and concerns with enthusiasm, empathy, and warmth.
- Troubleshoot common guest concerns and property issues.
- Utilize available system resources to provide answers to common questions.
- Maintain a working knowledge of all software and systems used in the guest services environment.
- Communicate and make updates in the systems to ensure that all information communicated to guests regarding the properties is accurate, timely, and up to date.
- Communicate real-time updates to guests regarding routine maintenance and notices from condo associations and homeowner’s associations.
- Maintain detailed records of communication received, communication sent, and action taken within system notes.
- Assist and or complete bookings for future reservations for guests.
- Take guest payments.
- Handle guest refunds.
- Register guests for parking.
- Handle difficult conversations such as moves, transfers, or guest concerns.
- Assist guests throughout their guest life cycle. (i.e., quoting dates, booking reservations, and utilizing available system resources to provide answers to guests).
- Handle a variety of administrative tasks relative to revenue-generating tasks for payments, golf carts, pool heating, gap nights, etc.
- Provide input for creating and improving departmental policies and procedures.
- Send reminders for contracts that are pending or late.
- Keep track of golf cart agreements & deposits for properties with golf carts.
- Act in accordance with our motto, non-negotiables, and core values.
- Maintain a friendly working relationship with all coworkers, third party vendors, and other departments within the company.
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
· 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.
