Guest Services Agent

Natural Retreats is hiring a Guest Services Agent to join our national team! Guest Services Agents support all destinations and brands in the Natural Retreats portfolio, and provide assistance to the Guest Services Manager in day-to-day business operations. Guest Services Agents drive guest satisfaction and are expected to provide enthusiastic and personalized services while proactively anticipating guest needs. Guest Services Agents function as one of the primary interfaces with guests , and this position ensures that all guests have accurate information before arrival and throughout their stay. This team member is responsible for reporting all guest and owner communications called into the office and properly documenting all calls and resolutions in our company software systems. This position is based out of the Santa Rosa Beach, FL location and is considered a hybrid role working from home and reporting to the 360 Blue office 2-3 times per week.COMPENSATION: $19.50 / hour BENEFITS & PTO: Natural Retreats contributes to both employee and dependent premiums! 15 vacation days9 holidays7 sick days5 NR Days with a $1,500 allowance to book a NR vacation home!Maternity AND Paternity LeaveMedical (Traditional PPO-style plans and High Deductible Plan w/ HSA) DentalVisionFlexible Spending Accounts (medical and dependent care) 401K retirement plan options with 3.5% company matchShort and Long Term Disability Insurance (100% company paid)Basic Life Insurance Policy of $50,000 (100% company paid)Supplemental Life Insurance (Employee, Spouse, Child)ESSENTIAL FUNCTIONS:Handle guests’ communications via phone call, email, text, web chat, partner portal, and all other communication channels utilized by the company in a professional manner, adhering to department policy, property or channel requirements, and brand standardsEnsure complete guest contact, count, comprehensive reason for travel, and all other relevant information and booking requirements by destination, brand, community, or sublocation is represented accurately, robustly and timely in the system corresponding to every inquiry or guest reservation created and/or accessedRecord essential data and information using NR software: ensure all guest communications, resolutions, and ancillary actions are noted in the appropriate places within the systemServe as the liaison between the guest and the on-site team to ensure exceptional guest servicesProvide proactive communication to include pre-arrival, welcome and departure calls along with other proactive campaigns as assignedMaintain complete knowledge of and comply with all departmental policies, service procedures, and standardsManage cases to include creating, follow up and closing using company IT softwareResolve guest complaints, ensuring guest satisfactionMaintain detailed knowledge of property inventory, location, amenities etcIdentify, implement, and/or assist with projects designed to enhance and improve the services of the companyAct as a source of information to guests on various matters such as restaurants and local activities to make the most suitable recommendations in anticipation of guest’s needsAs needed, create travel itineraries for guests: managing guest communication including scheduling arrangements for guests with preferred vendors to secure reservations, activities, and servicesAs needed, assist Concierge in maintaining a preferred vendor database by destination and brand of all services which guests might need including, but not limited to, last-minute reservations, transportation, grocery delivery, babysitters, baby gears, floral arrangements, retail stores, ski and bike rentals, beach chairs, attractions, restaurants, shopping, tours, etcProvide occasional personalization of ideas and execution of gifts for guestsContinually learn and maintain full knowledge of the company and product offeringsPlease 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:RequiredHigh School Diploma or equivalentAbility to pass pre-employment testing which may include drug testing and/or background screeningAbility to uphold policies and proceduresAbility to prioritize and execute tasks in a fast-paced, seasonal environment as evidence by:Excellent organizational and time management skills,Proactivity and flexibility,Outstanding customer service, andKeen attention to detailMust be computer savvy, able to learn new programs and adapt to frequent systems changesAbility to adapt to portfolio and company growth. Must find joy in adapting to business needs and performing different duties daily, monthly, seasonally, etcPreferred Experience in hospitality, property management, and/or hotelsPrior call center experiencePOSITION TYPE/EXPECTED HOURS OF WORK:This is a full-time position. Natural Retreats’ core business hours for the Guest Experience department are Monday through Friday, 8:00 a.m. to 9 p.m. EST and Saturday and Sunday 10:00 a.m. to 7:00 p.m. Holidays and weekend coverage are required. Because this role is responsible for supporting all of our destinations, the hours of this position may need to fluctuate to accommodate support in multiple time zones (Eastern, Central, Mountain, Pacific) and daily scheduling needs will vary seasonally which may result in working some inconsistent hours. We encourage all Team Members to take two (2) days off per week where possible. Vacation is generally taken outside of peak season. Note, during the summer season, 360 Blue brand destinations presently operate from 8a-8p CST on Saturdays. Flexibility with your schedule is a must. Additionally, other project work or responsibilities may require the Team Member to occasionally work outside of this schedule.