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Overview

Full Job Description
BookStayHop® offers vacation rentals from high in the Cascade mountains, to the Pacific coast, southern Oregon’s valleys in between, California, Loreto Bay, Baja, Mexico and more. We provide the highest rated vacation reservation management service in the Pacific Northwest. Our expert team provides personalized, concierge-level support to our guests. From the first inquiry to the final five-star review, our Guest Services Team attends to every detail, ensuring a memorable and relaxing stay.

Job Location:

Historic Requa Inn – Klamath, California

Job Hours:

This position runs on a split shift on Sunday & Monday: 8am-11am and 3pm-8pm

Job Summary:

The Guest Services Specialist is the connection between our guests and the amazing experiences we provide all of our guests. The Guest Services Specialist provides optimal communication and connection with our guests through written, verbal and digital channels starting with the guests initial inquiry and continues until after the guest returns home excited to visit another BookStayHop location for their next stay. The Guest Services Specialist facilitates the needs of the guests with the other resources available whether it is a simple housekeeping request or complex event information. Our Guest Services Specialist understands that we are heart-centered with facts and situations and we share a Ranch Mentality-If it needs done, you do it.

Duties/Responsibilities:

  • Communicates with guests for inquiries, reservations, and confirming reservations via phone, email and online platforms.
  • Respond to inquiries or requests from guests in a timely manner (1 hour response time from communication, unless it is overnight hours) through all communication channels.
  • Create, alter, cancel and move guest reservations.
  • Collect payment and process in real time for guests.
  • Facilitate with housekeeping and maintenance when issues arise at a property.
  • Maintains contact with owners related to issues with a property.
  • Diffuse intense guest situations in a calm and professional manner.
  • Problem solve through stressful situations.
  • Provide concierge-level service to guests by recommending local tourist spots, including places to dine, shop and sight-see.
  • Troubleshoot various situations that may arise with guest stays, either prior to, during, or after guest departure.
  • Address and document guest concerns in the property management system.
  • Communicate and coordinate with other departments (housekeeping, maintenance, owners, billing, logistics, client services, etc.) to address guest concerns and follow up to ensure resolution.
  • Attend appropriate training and vendor conferences both virtual and in person as appropriate.
  • Performs clerical duties including typing, filing, and completion of forms.
  • Drive to locations as needed in preparation for or in response to guest needs.
  • Operates office machines including copiers, scanners, phone and voicemail systems, personal computers, and other standard office equipment.
  • Performs other related duties as assigned.

Required Skills/Abilities:

  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Proficient with Microsoft Office Suite, G-Suite or related software.
  • Proficient with technical skills in operations of a variety of platforms and equipment.
  • Ability to learn quickly.
  • Excellent spelling and grammar skills.
  • Proficient in basic math skills.
  • Excellent telephone skills.
  • Ability to problem solve.
  • Excellent team working skills.
  • Ability to recognize and maintain confidentiality.
Experience using Microsoft Office Suite, G-Suite or related

Minimum Education and Experience

Minimum Months of Experience: 12
Education Required: High School
Minimum Hourly Wage: 21.00
Maximum Hourly Wage: 28.00