Guest Experience & Reservations Manager
Orlando, Florida, United StatesAll locationsOrlando, Florida, United StatesFully remote. Remote
Salary not listedJobFig found this opening at its original source and checks that it remains available.
About the role
In this role the Guest Experience Specialist and Reservations Manager will work with the team to process all guest requests. Able to manage a team of people who handles large number of call intakes during peak seasons and holidays. Ensures rates match established codes, document exceptions. Verifies/adjusts billing for guests. Messaging guests answering questions, quotes, help resolve issues and minimize losses in a timely manner. Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Able to work proficiently on OTA Platforms: Airbnb, Booking.com, Expedia, SendSquared, Hospitable, VRBO; RHEA, Guesty. Demonstrates consistent attention to detail. Negotiates with online listing platforms to attain optimal resolution when disputes arise. Works with team on sales training tactics and a high level of guest satisfaction and interaction. Implementation of processes and procedures that help strategically line the team to be effective and efficient. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Assist individuals with disabilities, and thank callers with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.
What you'll bring
- Must be available to work in different time zones within the US.
- Must be available to work nights, weekends, and holidays as needed.
- Kindly be advised that all educational credentials listed on your resume will be subject to verification and validation. **
- Vocational School Degree or Business
- Experience handling OTA platforms
- High school diploma or E.D.
- or one year of related experience and/or training; or equivalent combination of education and experience