Description
COMPANY OVERVIEW:
Represent the beauty of the Northeast with Red Cottage - a leader in high-end vacation rentals. Concentrating our expertise on the scenic landscapes of Upstate New York, the Catskills, and the Hudson Valley, we offer properties that provide luxury experiences guests will always remember.
POSITION SUMMARY:
Are you a detail-oriented individual seeking a consistent, rewarding role from the comfort of your home? As Guest Service Agent, you will be the vital link to ensuring travelers have a seamless experience with Red Cottage.
We seek a highly motivated Guest Service Agent based in LATAM to take reservations and aid in the guest experience. Key tasks will include reviewing reservation requests, vetting and accepting reservations, answering guest questions during their stay and being a the first point of contact for guest challenges.
This role offers stability and the opportunity to be essential to a growing luxury brand. If you're seeking a role that values your strengths and offers consistent growth – Red Cottage invites you to be a part of our story.
We look forward to hearing from you!
Please note: Fluent in English is a requirement. We will only consider resumes in English.
RESPONSIBILITIES:
- Reservation Management:
- Act as the primary contact for reservation requests, providing prompt and accurate information to potential guests.
- Assist guests with booking processes, availability inquiries, processing payment and any modifications or cancellations.
- Communication and Guest Assistance:
- Handle incoming guest phone calls, emails, and chats promptly and professionally.
- Respond to guest inquiries, requests, and concerns, providing accurate information and appropriate solutions.
- Proactively address any issues that may arise during a guest's stay, taking appropriate measures to resolve them efficiently.
- Guest Experience Monitoring:
- Monitor incoming reservations to ensure guests receive check-in instructions and relevant information in a timely manner.
- Conduct comfort checks to ensure guests are satisfied with their accommodations and address any concerns.
- Identify opportunities to enhance the guest experience and provide recommendations for improvements.
- Resolution Management:
- Escalate guest issues internally to the appropriate departments or management, ensuring prompt resolution and guest satisfaction.
- Collaborate with the housekeeping and maintenance teams to address issues reported by guests.
- Liaise with Airbnb as necessary to support guests and find amicable solutions to challenges they may encounter.
QUALIFICATIONS:
- Previous experience in a customer service role, preferably in the hospitality industry.
- Excellent communication skills, both written and verbal, with a professional and friendly demeanor.
- Strong problem-solving abilities and the capacity to handle guest issues effectively.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Flexibility to work evenings, weekends, and holidays as required.
- Must be able to work varying shifts
COMPENSATION & BENEFITS:
Monthly Salary: $900 - $1,100