Listing Development Lead

Position:  Listing Development Lead

Work Schedule: Full-time/flexible schedule/Non-Exempt

In this role the Listing Development Lead will work with the team to processes all guest and owner requests. Able to manage a 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 software Platforms:  Airbnb, Booking.com, Hospitable, VRBO; RHEA, Logix. Demonstrates consistent attention to detail. Negotiates with online listing platforms to attain optimal resolution when disputes arise.

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.

Key Duties/Accountabilities

• Developing and managing listings on various online travel agencies (OTAs), including writing descriptions, adding property details, and uploading photos.
• Building out information in Teams/Resort Reference Manual to provide accessible information to the Rentals team.
• Creating automated messages in Hospitable and Booking.com for new listings and connecting them to the property.
• Regularly reviewing and refreshing existing listings to keep them current and in demand.
• Handling all guest communications, both written and by phone, and assisting with direct bookings, payment collections, and refunds.
• Assisting guests with check-in and check-out procedures and providing them with necessary information and assistance during their stay.
• Following up with guests after their stay to gather feedback and resolve any issues that may have arisen.
• Communicating with owners and ensuring 1099 and rental agreements are in place as needed.
• Assisting with tasks as needed, including managing calendars, updating reservation information, and preparing report.
• Able to manage a large number of call intakes during peak seasons and holidays.
• Provide quotes, take payments, issue refunds, develop, maintain, and edit listings.
• Answering calls and helping guests and prospective guests with quotes, reservations, questions, taking payments, help resolve issues and minimize losses.
• Messaging guests answering questions, quotes, help resolve issues and minimize losses in a timely manner
• Able to work proficiently on software Platforms: Airbnb, Booking.com, Hospitable, VRBO; RHEA, Logix.
• Work on assigned projects during the “slower” season.
• Ability to stay calm and focused while working to prioritize multiple tasks with different priorities occasionally under hectic conditions.
• Good interpersonal skills: must be able to communicate clearly and connect with a variety of people in and outside of the company in potentially stressful conditions.
• Ability to negotiate with OTAs (Online Travel Agencies) when disputes arise.
• Attention to details: This includes reservation bookings, taking payments, learning new software, communicating with guests, documenting refunds, looking for potential issues to help maximize earnings and minimize losses.
• Able to consistently demonstrate attention to detail approach with documenting details.
• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
• This position allows for a regular work schedule but will need some flexibility to adjusting schedules to cover for vacations or appointments within the department and must be available to work nights, weekends, and holidays.

S      Safety and Accident Prevention

• Follows company and department safety and security policies and procedures to promote a clean, safe, and secure environment.
• Completes appropriate safety training and certifications to perform work tasks.
• Follows policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Follows Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
• Uses proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Identifies and corrects unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Maintains proficiency of fire sprinkler and emergency power system and be familiar with the duties and responsibilities of the Fire and Emergency Rescue Teams.

 Expected Conduct

• Utilizes professional language at all times
• Consistently models professional behavior
• Remains calm during stressful and hectic periods
• Self manages time and appropriate commitment to meeting goals
• Plans accordingly for job duties to be fulfilled when absent or taking leave
• Always presents a positive attitude with respect to the Company and co-workers
• Always represents the Company, especially when in the presence of team, vendors, and guests
• Stays compliant with Company policies and government regulations regarding employment practices, as communicated by the Human Resources Department.
• Reinforces these practices with team members, especially in relation to harassment, discrimination, and hostile work environments

Qualities & Characteristics

• Advanced computer skills and aptitude for software systems
• Strong customer service orientation and skills
• Highly organized
• Excellent time management and multi-tasking skills
• Exceptional teamwork
• Ability to work flexible hours including weekends and evenings as required
• Clear, concise communications skills (verbal and written)

Physical Demands

• Stand, sit, or walk for an extended period or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to

     * 10 pounds without assistance.

• Reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Grasps, turns, manipulates objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Enters and locates work-related information using computers and/or point of sale systems.
• Moves over sloping, uneven, or slippery surfaces.
• Reads and visually verifies information in a variety of formats (e.g., small print).

Preferred Qualifications

• High school diploma or G.E.D.; or one year of related experience and/or training; or equivalent combination of education and experience
• Vocational School Degree or Business Certification.

Critical Competencies

Analytical Skills

·  Decision Making

·  Problem Solving

·  Computer Skills

Interpersonal Skills

·  Customer Service Skills

·  Teamwork

·  Diversity Relations

Communication

·  Listening

·  Communication

·  English Language Proficiency

Personal Attributes

·  Dependability & Integrity

·  Safety Minded

·  Initiative

·  Positive Demeanor

·  Stress Tolerance

·  Adaptability & Flexibility

Organization & Physical Abilities

·  Multi-tasking

·  Planning & Organizing

·  Attention to Detail

·  Visual acuity

Licenses

·  Valid Driver’s License

 Acknowledgment