Guest Services Agent

Natural Retreatsis hiring aGuest Services Agentto 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 driveguest satisfaction and are expected toprovide 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.

This position is based out of the Santa Rosa Beach FL location and is considered a hybrid role working from home and reporting to the 360 Blue office 2-3 times per week.

COMPENSATION: $19.50 / hour

BENEFITS & PTO:Natural Retreats contributestoboth employeeanddependent premiums!

• 15vacation days
• 9 holidays
• 7 sick days
• 5 NR Dayswith a$1500 allowanceto bookaNR 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)
• 401Kretirement plan options with3.5% company match
• ShortandLong Term Disability Insurance (100% company paid)
• Basic Life Insurance Policy of $50000 (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 guests 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.
• Adhere and abide by all policies procedures and processes as defined by Natural Retreats US LLC
• Perform other duties as assigned by direct manager or departmental leadership

Required

• Excellent organizational and time management skills
• Ability to uphold policies and procedures
• Ability to prioritize and execute tasks in a fast-paced seasonal environment
• 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.
• Proactivity and flexibility
• Outstanding customer service

Preferred

• Experience in hospitality property management and/or hotels
• Priorcall 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.

**As part of our hiring process we conduct pre employment background checks. This may include but is not limited to criminal and motor vehicle records. Prior criminal history does not exclude candidates from consideration. By applying for this position you consent to undergo a background check.

Persons with disabilities needing accommodation in the application process or those needing job postings in an alternative format may email a request to

Natural Retreats is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race color national origin ancestry sex gender gender identity gender expression pregnancy childbirth or related medical condition religious creed physical disability mental disability age medical condition (cancer) AIDS/HIV marital status veteran status sexual orientation genetic information or any other characteristic protected by federal state or local law. We are dedicated to this policy with respect to recruitment hiring placement promotion transfer training compensation benefits Team Member activities and general treatment during employment.