Coco Plum Vacation Rentals
Published
October 11, 2020
Location
Marathon Key Florida, United States of America
Category
Default  
Job Type

Description

POSITION SUMMARY

Guest Experience Specialists (Vacation Planners) are a driving force in both increasing the company’s sales and helping thousands of vacationers have an exceptional experience in the Florida Keys. Guest Experience specialists must be able to communicate effectively with a wide range of callers, exhibit a strong ability to multi-task within multiple software systems, input detailed information into our software systems with accuracy and efficiency, and close the sale. Additionally, they will work to respond to guest inquiries, reservation follow-up, and other activities.  A successful candidate will possess a positive and upbeat attitude, strong critical thinking, and problem-solving skills.

Our specialists operate within a fast-paced, self-motivated, detail-oriented environment. They must be reliable as well as sales and administrative-focused people who want a fun, challenging position that pays well for a job well done. The job requires a unique set of skills ranging from administrative to customer service to sales.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Confirm reservations booked online with guests by phone in order to ensure understanding and adherence to all rental policies and guest satisfaction with their vacation experience.
  • Assist guests with their current reservations
  • Assist owners with general questions and processes
  • Ability to follow established procedures, while problem-solving where procedures do not yet exist
  • Work in a weekend/weekday rotation as “on-call” for the guest services department
  • Receive and respond to inquiries from potential guests via phone, email, and webchat. Have the ability to define in detail the needs of prospective guests, guide them to suitable options, and to accurately describe verbally and in writing the vacation rental properties, our reservation policies, and processes.
  • Strong ability to multi-task and attention to detail as our specialists operate in a technology-driven environment. You will be expected to master multiple software environments in order to successfully perform the duties of this position.
  • Ability to assist with overflow call volume on guest in-house matters, including cancellations and escalated guest issues.
  • Assist with follow-up payment processing on guests’ reservations, as well as processing payments over the phone.
  • Develop a comprehensive knowledge of our destination, vacation rentals, and policies and procedures so that you can answer guest inquiries (via phone, email, or in-person) in a timely, professional, and accurate manner.
  • Provide destination recommendations with general knowledge of Marathon, including restaurants, attractions, and entertainment.
  • Fully comprehend and have the ability to successfully execute all relevant technologies, policies, and systems utilized by the front desk, guest services, and reservations teams.
  • Ability to positively receive regular performance coaching.
  • Process daily reservations reports and review terms and conditions.
  • Communicate in a timely manner with appropriate staff when you identify an opportunity to create efficiency or improve service at CPVR.
  • Cross-train, as needed, within the company in order to facilitate expanding skills and knowledge base.
  • Establish and maintain effective communications and teamwork with other employees and departments at CPVR.
  • Be attentive, friendly, helpful, and courteous to all guests, owners, vendors, managers, and all other employees.
  • Effective time management skills are vital in order to successfully manage daily correspondence volume and assigned tasks.
  • Accuracy and attention to detail in all processes and communication including rate quotes, discounting, documentation.
  • Provide administrative support, as needed, in order to facilitate meeting departmental goals and project completion.
  • Demonstrate a high degree of integrity and confidentiality.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
  • Provide professional customer service at the highest levels with a desire to succeed
    ● Possess a positive and upbeat attitude at all times
    ●     Exceptional verbal and written communication skills with flawless spelling and grammar
    ●     Answer telephone, emails and web chats in a clear and professional manner

 

Perform other duties as required or assigned

COMPETENCIES

  • Customer Focus
  • Conflict resolution skills
  • Team Player
  • Detail Orientation/Accuracy
  • Problem Solving/Reasoning Ability/Technical Capacity
  • Organizing Skills
  • Mathematical Skills
  • Provide professional customer service at the highest levels with a desire to succeed
    ● Possess a positive and upbeat attitude at all times
    ●     Exceptional verbal and written communication skills with flawless spelling and grammar
    ●     Answer telephone, emails and web chats in a clear and professional manner

 

PHYSICAL REQUIREMENTS

  • While performing the duties of this job, the employee is frequently required to stand, While performing the duties of this job, the employee is frequently required to stand, walk, sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 

QUALIFICATIONS

  • High School Diploma/G.E.D. required. Preferred Associates degree, equivalent from two-year college or equivalent experience in reservation sales or hospitality industry.
  • Able to handle the stress of high customer demand in a hospitality environment.
  • Exceptional written and verbal communication skills, excellent telephone etiquette, and the ability to get along with a diverse population are critical qualifications. Ability to effectively present information and respond to questions.
  • Ability to work nights, weekends, holidays, and overtime as needed is a requirement.
  • Highly proficient in the utilization of Microsoft Office.
  • Strong computer skills, detail-oriented, proven analytical skills, and ability to respond to issues in a timely manner while working in a fast-paced environment.
  • Must have reliable transportation to and from work.
  • The requirements listed above are representative of the knowledge, skill, and/or ability required.
  • Demonstrates a high level of independence, initiative, and resourcefulness while managing priorities in a flexible team environment.
  • A passion for customer experience. Ability to answer a customer’s questions and successfully resolve issues and/or negotiate matters related to the customer's account. Maintain clear and concise documentation and a positive approach to conflict resolution.
  • Demonstrate a high degree of integrity and confidentiality.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
  • Provide professional customer service at the highest levels with a desire to succeed
  • Possess a positive and upbeat attitude at all times
  • Exceptional verbal and written communication skills with flawless spelling and grammar
  • Answer telephone, emails and web chats in a clear and professional manner

 

SALARY

$16/hr - $18/hr based on experience

Commission opportunities available after 90-days

 

Every effort has been made to make this job description as complete as possible. However, this

job description may be changed without notice when in the best interest of Coco Plum Vacation Rentals.

When changes are necessary, a written addendum will be added to this job description.

 

Physical Job Description

Typical Working Conditions: The office environment is climate controlled with standard office chair and workspace. Prolonged periods of sitting and standing, repetitive movements such as typing, and the telephone.

Equipment Used: Computer, telephone, fax, scanner, copier, printer, 10-key machine, browser-based software platforms, Microsoft Office

Typical Working Conditions: The office environment is climate controlled with standard office chair and workspace. Prolonged periods of sitting and standing, repetitive movements such as typing, and the telephone.

Essential Physical Tasks: Prolonged sitting and keyboarding. Accounting for inventory, moving inventory around the office, keeping the office clean as necessary.

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