Guest Services Agent

We are hiring immediately for a candidate to fill a Guest Services position at our downtown Savannah office. Candidates must be customer service oriented, motivated, independent, problem solvers. We're looking for someone to join our fun and casual office culture with a love for hospitality and the city of Savannah! Lucky Savannah Vacation Rentals operates both a playful and goal oriented office environment where you will regularly interact with our guests/customers by phone, email, and face to face in a technology driven environment. Ideal candidates will live within or in close proximity to Savannah's Downtown Historic District.

Candidates will interact with guests and ensure they have a great experience when they stay with Lucky Savannah Vacation Rentals. They are responsible for responding to guest calls and inquiries about unit reservations and providing information about our homes and tourism in the city of Savannah. They continue the arrival experience by ensuring clear digital communication with guests, obtaining all necessary information and providing the guest a unit that meets their expectations. Should be well versed in promotions, events, pricing, and sales strategy to meet the guest’s request. Knowledge of Savannah tourism is strongly preferred. Must be professional in demeanor and demonstrate exceptional phone etiquette and customer service skills.

Starting at $17 per hour based on experience and qualifications. Full time. 90-Day Bonus Offered.

MUST be available weekends, holidays, and evenings. Typical schedule will include on -call shifts. RESPONSIBILITIES

• Greet, smile and welcome all guests and assist (both in person and “virtually”through digital communications) all LSVR guests in any way possible.
• Be attentive, friendly, helpful and courteous to all guests, owners, vendors, managers and all other employees.
• Assist in completing the Daily Task Checklist for Front of House operations.
• Answer incoming calls and assist with reservations, confirmations, unit need requests, and questions. Candidates must be comfortable on the phone!
• Explain Lucky Savannah products, services, and other information about the area as requested.
• Sell, process, enter and confirm unit reservations using selling techniques and strategies.
• Verify payment for stay including incidental costs by obtaining credit information.
• Develop a comprehensive knowledge of our vacation rentals, policies and procedures in order to answer guest inquiries (via phone, e-mail or in person) in a timely professional and accurate manner.
• Run arrival and departure reports and ensure accuracy at all times based on last minutes, cancellations and date changes.
• Respond to escalated guest in house issues or complaints by listening to customer needs and follow up with guest in house issues during and after issues have been resolved.
• Work with the Operations team and Maintenance coordinators to resolve conflicts, find solutions and solve the problems.
• Prepare all Reservation Notes for guests and confirm all special requests or needs have been addressed before arrival.
• The ability to perform all Front Desk duties including, but not limited to: Check all guests in/out in a timely and courteous manner
• Track status of property arrivals and departures within appropriate software, confirm accuracy after all check in/out completed.
• Call guests who have not checked out in a timely manner in order to facilitate smooth transitions.
• Complete morning follow up calls for all guests that arrived after-hours.
• Upon checkout process all guest envelopes with comments to appropriate department.
• Assist with follow- up payment processing on guest reservations, as well as processing payments over the phone.
• Confirm online guest reservations over the phone in order to ensure they are booked according to rental policies- minimum night requirements, discounting, age requirements, agent notes etc.
• Create work orders and document guest in-house feedback in order to provide pertinent information for operations and management in the Daily Report.
• Assist in the Lost and Found management process which includes logging items, contacting guests, and mailing found items back to guests.
• Assist other LSVR staff with special projects, phone calls, and other duties as needed.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Night shift
• On call
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Hospitality: 2 years (Required)

Work Location: In person

Salary : $17 - $-1