Guest Services Agent

Natural Retreats is hiring a Guest Services Agent to join our national team! Guest Services Agents support all destinations and brands in the Natural Retreats portfolio, and provide assistance to the Guest Services Manager in day-to-day business operations. Guest Services Agents drive guest satisfaction and are expected to provide enthusiastic and personalized services while proactively anticipating guest needs. Guest Services Agents function as one of the primary interfaces with guests, and this position ensures that all guests have accurate information before arrival and throughout their stay. This team member is responsible for reporting all guest and owner communications called into the office and properly documenting all calls and resolutions in our company software systems. 

To be considered for this remote work arrangement, applicants must reside in one of the following states: Alabama, California, Colorado, Florida, Georgia, Idaho, Montana, Nevada, North Carolina, South Carolina, Tennessee, Utah, or Virginia.

COMPENSATION: $19.50 / hour
 

BENEFITS & PTO: Natural Retreats contributes to both employee and dependent premiums! 

• 15 vacation days
• 9 holidays
• 7 sick days
• 5 NR Days with a $1,500 allowance to book a NR vacation home!
• Maternity AND Paternity Leave
• Medical (Traditional PPO-style plans and High Deductible Plan w/ HSA) 
• Dental
• Vision
• Flexible Spending Accounts (medical and dependent care) 
• 401K retirement plan options with 3.5% company match
• Short and Long Term Disability Insurance (100% company paid)
• Basic Life Insurance Policy of $50,000 (100% company paid)
• Supplemental Life Insurance (Employee, Spouse, Child)

ESSENTIAL FUNCTIONS:

• Handle guests’ communications via phone call, email, text, web chat, partner portal, and all other communication channels utilized by the company in a professional manner, adhering to department policy, property or channel requirements, and brand standards.
• Ensure complete guest contact, count, comprehensive reason for travel, and all other relevant information and booking requirements by destination, brand, community, or sublocation is represented accurately, robustly and timely in the system corresponding to every inquiry or guest reservation created and/or accessed.
• Record essential data and information using NR software: ensure all guest communications, resolutions, and ancillary actions are noted in the appropriate places within the system.
• Serve as the liaison between the guest and the on-site team to ensure exceptional guest services.
• Provide proactive communication to include pre-arrival, welcome and departure calls along with other proactive campaigns as assigned.
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Manage cases to include creating, follow up and closing using company IT software.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain detailed knowledge of property inventory, location, amenities etc.
• Identify, implement, and/or assist with projects designed to enhance and improve the services of the company.
• Act as a source of information to guests on various matters such as restaurants and local activities to make the most suitable recommendations in anticipation of guest’s needs.
• As needed, create travel itineraries for guests: managing guest communication including scheduling arrangements for guests with preferred vendors to secure reservations, activities, and services.
• As needed, assist Concierge in maintaining a preferred vendor database by destination and brand of all services which guests might need including, but not limited to, last-minute reservations, transportation, grocery delivery, babysitters, baby gears, floral arrangements, retail stores, ski and bike rentals, beach chairs, attractions, restaurants, shopping, tours, etc.
• Provide occasional personalization of ideas and execution of gifts for guests.
• Continually learn and maintain full knowledge of the company and product offerings.

Required

• Ability to pass pre-employment testing which may include drug testing and/or background screening
• Ability to uphold policies and procedures
• Ability to prioritize and execute tasks in a fast-paced, seasonal environment as evidence by:
  • Excellent organizational and time management skills,
  • Proactivity and flexibility,
  • Outstanding customer service, and
  • Keen attention to detail
• Must be computer savvy, able to learn new programs and adapt to frequent systems changes
• Ability to adapt to portfolio and company growth. Must find joy in adapting to business needs and performing different duties daily, monthly, seasonally, etc.

Preferred

• Experience in hospitality, property management, and/or hotels
• Prior call center experience
• High School Diploma or equivalent

POSITION TYPE/EXPECTED HOURS OF WORK:

This is a full-time position. Natural Retreats’ core business hours for the Guest Experience department are Monday through Friday, 8:00 a.m. to 9 p.m. EST and Saturday and Sunday 10:00 a.m. to 7:00 p.m. Holidays and weekend coverage are required. Because this role is responsible for supporting all of our destinations, the hours of this position may need to fluctuate to accommodate support in multiple time zones (Eastern, Central, Mountain, Pacific) and daily scheduling needs will vary seasonally which may result in working some inconsistent hours. We encourage all Team Members to take two (2) days off per week where possible. Vacation is generally taken outside of peak season. Note, during the summer season, 360 Blue brand destinations presently operate from 8a-8p CST on Saturdays. Flexibility with your schedule is a must. Additionally, other project work or responsibilities may require the Team Member to occasionally work outside of this schedule.