What are the responsibilities and job description for the Vacation Specialist (Full-Time) position at Twiddy & Company?
Nature of Work The Vacation Specialist is a full-time role contributing to the day-to-day operations of the Guest Services Department. The primary responsibility is to deliver superior hospitality to guests interested in booking a beach vacation home on the Outer Banks of North Carolina, guests that have already booked, and those that are here for their vacation rental reservation. All full-time and part-time staff report to the Department Supervisor. This position is office based.
Illustrative Tasks Typical day-to-day tasks will include:
- Deliver superior hospitality to guests interested in booking a beach vacation home on the Outer Banks of North Carolina
- Assist guests in selecting the ideal vacation home through phone, text, and email inquiries via home criteria-driven searches
- Assist guests with updates or provide additional information about their existing reservations
- Respond to questions regarding rental homes and the Outer Banks area
- Assist with guest survey responses, call reminders, and website inquiries
- Foster and maintain professional and courteous relationships with guests, potential guests, and staff members through phone, text, and email communication
- Interactively listen and adapt to the specific needs of the guest
- Provide alternative or comparable solutions
- Upsell travel protection and additional services
- Recommend preferred vendors, resources, and local activities
- Accurate record taking
- Coordinate, schedule & perform Home Tours
- Help Guests understand the Vacation Rental Agreement (lease) & Guest Statement of Account
- Process payments
- Ability to communicate via phone, text, email, and social platforms
- Provide effective feedback in meetings
- Other duties as assigned by Supervisor.
Knowledge, Skills, and Abilities
- Excellent written & oral skills, able to think and react on the fly
- Exemplary time management, prioritization & organizational skills
- Broad-minded with the ability to work cohesively.
- Genesys Call Center software phone, Salesforce CRM platform, RNS, Google Suite apps, internal applications
Desired Experience and Training
- One to three years experience in property management or other relevant industry experience.