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.
Requirements
- 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
- 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
- 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
Benefits
- 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)
