Guest Experience Agent

Job Overview

This person is a friendly, organized and hard-working individual with versatile customer service skills to ensure that our guests stay is as enjoyable and stress free as possible. Must work well in a team setting, but also be independent in staying on task without needing to be micromanaged.

Guest Experience Agents will be responsible for handling guest interactions with the highest level of hospitality & professionalism. Accommodating special requests, resolving complaints and suggesting fun activities with preferred vendors. A positive attitude is a must!

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer incoming telephone calls and email inquiries 

• Confirm and process guest check-ins/ check-outs and adapt for any changes

• Convey enthusiasm to customers and have a genuine desire to be of service

• Proactively recommend experiences or add-ons that will enhance the clients vacation experience

• Create and send Introduction Email to upcoming guests

• Document and confirm any client requests related to their booking including but not limited to: Car rentals, grocery service, chef requests, ground transportation, activities etc…

• Work with suppliers to confirm availability of additional services and invoice the customer if services must be pre-paid

• Secure/Document payment, verifying and adjusting client’s charges as needed

• Communicate any emergency, lost item or theft to proper security staff and/or authorities

• Initially deal with customer inquiries and complaints involving issues they encounter and communicate with team accordingly