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Guest Services Coordinator

2 months ago

Big Sky, United States Natural Retreats Full time
Job DescriptionJob Description

Natural Retreats is hiring a Guest Services Coordinator to join our Big Sky, MT team  The Guest Services Coordinator serves as the liaison between our guests and operations teams. This position is responsible for providing exceptional guest assistance from the time of booking through departure. The Guest Services Coordinator assists with various elements of planning leading up to guest arrival and addresses guest requests throughout their stay. The end goal of the Guest Services Coordinator is to assist in growing our business by generating five-star reviews, increasing length of stay by adding value to each guest’s vacation in Big Sky, and converting new guests into repeat guests. Come join the best luxury vacation rental management company

COMPENSATION: $24 - $26 / hr. dependent upon experience

BENEFITS & PTO: Natural Retreats contributes to both employee and dependent premiums 

  • 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)
  • Cell phone

ESSENTIAL FUNCTIONS:

  • Act as a brand ambassador, promoting Big Sky and all NR locations and services to guests and colleagues alike 
  • Maintain detailed knowledge of the local area, passing this onto both site and sales teams and guests alike
  • Perform scheduled contacts for guests, as well as continual outreach to our guests before, during and after their stay 
  • Book additional housekeeping services for guests and owners
  • Book guest and owner transportation through our transportation division
  • Coordinate guest service needs with all appropriate team members in a clear and timely manner
  • Assist with general administrative office tasks and other duties assigned by management 
  • Record all guest and owner communications and ensure follow up
  • Create and distribute weekly housekeeping manifests, and arrivals and departures manifests. Update NR systems with this information for smooth weekly operational workflow
  • Manage receival of guest consumables and prep for distribution 
  • Provide in field assistance with Property Management team as needed
  • Assist Property Managers with evening 'on call' duties and management of 'in house guest issues'
  • Set an example of professionalism by work ethic, appearance, timekeeping, preparedness and every other facet to build trust, confidence and respect from co-workers
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Member for this job. 


EXPERIENCE AND SKILLS:

REQUIRED 

  • Ability to pass pre-employment testing which may include drug testing and/or background screening
  • Proficiency in Microsoft Office Suite with the ability to learn new software programs
  • Strong administrative and organizational skills
  • Exceptional interpersonal skills needed to interact and build relationships with a variety of Team Members, varying levels of management, owners, guests, and members of the community
  • Valid driver’s license with good driving record 
  • Outstanding customer service
  • Effective and professional communication skills, both written and verbal
  • Ability to formulate and convey constructive feedback to third-party vendors
  • Ability to lift 25 lbs. 

DESIRED  

  • Prior experience in hospitality
  • Prior experience in a guest service role

POSITION TYPE/EXPECTED HOURS OF WORK 

This is a full-time position. Due to the nature of the job, the Team Member is required to be flexible with their hours. Weekends and holidays are busy  with guest arrivals and departures; therefore some weekends and/or holidays will be required.  This team member should be available during the workday of 9 AM – 5 PM although on occasion this will vary according to occupancy of the homes with the expectancy to answer after-hours calls.  Generally, this may mean working some inconsistent hours. Work hours will be forty (40) hours per week with all overtime approved in advance by the General Manager.  Exact daily schedules may vary and will be subject to change. Vacation is generally taken outside of peak season. 

*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.

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.

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