Vacation Specialist

Nature of Work The Vacation Specialist is a full-time role contributing to the day-to-day operations of the Guest Services Department. The primary responsibility is to deliver superior hospitality to guests interested in booking a beach vacation home on the Outer Banks of North Carolina, guests that have already booked, and those that are here for their vacation rental reservation. All full-time and part-time staff report to the Department Supervisor. This position is office based.

Illustrative Tasks Typical day-to-day tasks will include:

• Deliver superior hospitality to guests interested in booking a beach vacation home on the Outer Banks of North Carolina
• Assist guests in selecting the ideal vacation home through phone, text, and email inquiries via home criteria-driven searches
• Assist guests with updates or provide additional information about their existing reservations
• Respond to questions regarding rental homes and the Outer Banks area
• Assist with guest survey responses, call reminders, and website inquiries
• Foster and maintain professional and courteous relationships with guests, potential guests, and staff members through phone, text, and email communication
• Interactively listen and adapt to the specific needs of the guest
• Provide alternative or comparable solutions
• Upsell travel protection and additional services
• Recommend preferred vendors, resources, and local activities
• Accurate record taking
• Coordinate, schedule & perform Home Tours
• Help Guests understand the Vacation Rental Agreement (lease) & Guest Statement of Account
• Process payments
• Ability to communicate via phone, text, email, and social platforms
• Provide effective feedback in meetings
• Other duties as assigned by Supervisor.

Knowledge, Skills, and Abilities

• Excellent written & oral skills, able to think and react on the fly
• Exemplary time management, prioritization & organizational skills
• Broad-minded with the ability to work cohesively.
• Genesys Call Center software phone, Salesforce CRM platform, RNS, Google Suite apps, internal applications

Desired Experience and Training

• One to three years experience in property management or other relevant industry experience.