Job description

Reports To: Reservations & Guest Experience Team Manager

Status: Full-time, year-round (this is not a remote position)

Salary: $24-26 per hour

Job Summary: 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 companies are are 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. This position will work for both Winter Park Lodging Company and Steamboat Lodging Company.

Responsibilities:

• 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 Experience 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 Team 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 Winter Park as needed for in-person meetings and trainings with team members
• All other duties as assigned

Benefits:

• 3 weeks PTO + 48 hours sick time + PTO accrual for select holidays
• 4 weeks paid parental leave
• 401K with 4% match with no vesting period
• Employee profit sharing
• Company health insurance
• Wellness Benefit: $599 compensation towards ski pass or other recreational pass of equal value
• Company paid cell phone or monthly stipend
• Friends & Family lodging discount
• Company advancement opportunities available

Qualifications:

• College or University degree preferred in Communication/Public Relations or a minimum of one year experience in a guest services role.
• Must have weekend and select holiday availability
• Hold a valid driver’s license.
• Excellent computer skills, ability to learn new software quickly.
• Able to organize, plan ahead, and self manage workload in a positive manner.
• Ability to manage a high and concentrated volume of guest needs and daily tasks.
• Outstanding customer service skills including full fluency in speaking, reading, and writing English.
• Ability to interact in a friendly and comfortable manner with staff and guests via phone and in person.
• Detail and team oriented.
• Ability to reason and create solutions in unexpected and possibly stressful situations.
• Dependable and punctual.
• Be able to type 40 wpm.
• Able to lift at least 25 pounds.
• This is not a work remote job. Must live within 25 minutes of Steamboat Springs or Winter Park.

Job Type: Full-time

Pay: $24.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off
• Parental leave

Schedule:

• 8 hour shift
• Day shift
• Holidays
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Steamboat Springs, CO 80487: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you available to work on weekends & select holidays?

Experience:

• Customer service: 1 year (Required)

Work Location: In person

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