Job description

Guest Service Agent (Full-Time/Hybrid)

Who We Are:

We’re a growing short-term rental company based out of Knoxville, TN. We started in 2020 with a few cabins on Gull Lake, MN and later expanded into the Smoky Mountains of Tennessee. In our brief history, we’ve hosted thousands of families, providing them with experiences that last a lifetime.

Who You Are:

Great phone presence. A problem solver. Curious. Entrepreneurial. Proactive and willing to help wherever is needed. Patient and empathetic with a unique ability to remain calm and collected under potentially stressful conversations. Able to work independently to meet targets and goals.

The Team You Will Join:

The Guest Success Team is a small team that makes a big impact. We serve as the ambassadors of the company, and we are responsible for ensuring that our guests have the best experience possible while staying with us. Our guests’ experience begins and ends with us. We take that responsibility seriously but still manage to have fun.

A typical day:

· Serve as our first point of contact for guests, vendors, and others.

· Provide knowledgeable and efficient service to incoming calls, texts, and emails.

· Communicate effectively with in-house guests to ensure their stay is memorable.

· Manage any escalating guest issues with patience and communicate with various departments until successful outcome is reached.

· Communicate with multiple departments throughout the day to ensure smooth business operations.

· Process all guest payments timely and accurately.

· Audit website and third-party booking channels.

· Nurture potential leads into bookings.

· Meet and maintain company standards and metrics such as guest satisfaction, accuracy, efficiency, and inquiry conversion to reservation.

· Respond to online guest reviews and create weekly summary reports

· Proactively and independently work to meet targets and goals.

· Identify trends and recommend improvements to workflows, products, and business processes.

· Build and maintain relationships and open lines of communication with rest of team.

· Step in and help where needed to support the growth of the company.

Skills:

· Strong written and verbal communication

· Technically savvy - able to operate a variety of devices (laptop, phone, tablet) across a range of software

· Dispute resolution

· Ability to work well under pressure

· Knowledge of email marketing and social media platforms is a plus

Work environment and physical demands

· Hybrid: Three days in our Knoxville office (Wed/Thu/Fri), two days remote (Sat/Sun)

· Availability to work weekends

· Availability to work rotational on-call shifts nights, weekends, and holidays answering occasional after-hours “emergency” in-house guest calls.

Pay and Benefits:

· $40,000 salary

· Health, Vision and Dental insurance

· Paid vacation

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

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

Schedule:

• Holidays
• On call
• Weekend availability

Ability to commute/relocate:

• Knoxville, TN 37922: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: Hybrid remote in Knoxville, TN 37922

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