Guest Service Agent

3 days ago


Santa Fe, New Mexico, United States Ruidoso Vacation Rentals Full time
Job Summary

We are seeking a highly skilled and customer-focused Guest Service Agent to join our team at Ruidoso Vacation Rentals. As a key member of our resort operations team, you will be responsible for providing exceptional customer service to our guests, owners, and vendors.

Key Responsibilities
  • Provide exceptional customer service to guests, owners, and vendors, ensuring a positive experience during their stay.
  • Review, update, and manage property notes and folios to ensure accurate and up-to-date information.
  • Resolve owners and guest-related issues in a timely and professional manner.
  • Coordinate and prioritize maintenance requests to ensure prompt resolution.
  • Create, close, and modify work orders and property blocks to manage resort operations.
  • Develop and maintain a trade vendor list and work closely with vendors to ensure completion of work orders.
  • Create, modify, and cancel reservations to manage guest stays.
  • Process payments, adjust payment schedules, and code auto-payment exclusions to manage guest financial transactions.
  • Revise reservation folios and property details in the reservation management system to ensure accuracy.
  • Change rental rates and add fees to manage resort pricing.
  • Adjust pricing and discount codes to manage guest promotions.
  • Update reservation folios and property details in the reservation management system to ensure accuracy.
  • Quote reservation pricing using internal systems and property details to manage guest financial transactions.
  • Create account records by effectively communicating with owners and guests via the reservation management system.
  • Run reservation and maintenance reports and monitor various system alerts daily to ensure resort operations are running smoothly.
  • Stay abreast of the conditions and needs of each property to ensure exceptional customer service.
  • Troubleshoot customer service and maintenance issues to ensure prompt resolution.
Requirements
  • Proficiency with document management, databases, and spreadsheets to manage resort operations.
  • Working knowledge of Microsoft applications to manage guest financial transactions and resort operations.
  • Strong organizational skills with the ability to multitask and problem-solve to ensure exceptional customer service.
  • Excellent communication skills to effectively communicate with owners, guests, and vendors.
  • Valid driver's license, auto insurance, and reliable transportation for travel between locations while working.
  • Must be eligible to work in the United States and pass a background screening.
  • Ability to work a variable schedule, including weekends, holidays, and on-call shifts as assigned.
Physical/Mental/Environmental Demands
  • Sitting – 30%, Walking/Standing – 70%. Required to stoop, bend, stretch, twist, and reach. Regularly lift up to 25 lbs. Must be able to talk or hear. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Organize, multitask, and problem-solve to ensure exceptional customer service.
  • Combination of indoor and outdoor workspaces to ensure flexibility and adaptability.

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