Guest Experience Agent: Santa Rosa Beach, FL
VetJobs, Santa Rosa Beach, FL, United States
Natural Retreats is hiring a
Guest Experience Agent
to join our team! This hybrid position requires two days per week in our 360 Blue office in Santa Rosa Beach, FL.
Compensation
$20.50 / hour
Benefits & PTO
15 vacation days
9 holidays
7 sick days
5 NR Days with a $1,500 allowance to book a NR vacation home!
Maternity and Paternity Leave
Medical (Traditional PPO-style plans and High Deductible Plan with HSA)
Dental
Vision
Flexible Spending Accounts (medical and dependent care)
401K retirement plan options with 3.5% company match
Short and Long Term Disability Insurance (100% company paid)
Basic Life Insurance Policy of $50,000 (100% company paid)
Supplemental Life Insurance (Employee, Spouse, Child)
Essential Duties
Maximize opportunities to generate incremental revenue driven by the sale of ancillary products and services in ways that enhance guest experience.
Ensure that all guests receive amazing customer service in all aspects of their stay from arrival through departure by providing enthusiastic and personalized services based on guest needs.
Serve as the liaison between the guest and the on‑site team to ensure exceptional guest services.
Ensure complete guest contact, count, comprehensive reason for travel, and all other relevant information and booking requirements are represented accurately, robustly, and timely in the system corresponding to every inquiry or guest reservation created and accessed.
Handle guests’ communications via phone call, email, text, web chat, partner portal, and all other communication channels utilized by the company in a professional manner, adhering to department policy, property or channel requirements, and brand standards.
Chase and collect balance payments when necessary.
Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
Work toward production targets individually and as a team.
Understand and deploy knowledge of effective consultative sales tactics to ensure optimal conversion rates for a wide range of guest demographics in service of all destinations, brands, and properties within the NR portfolio.
Resolve guest complaints through timely communication and thorough, routine follow up to ensure guest satisfaction.
Record essential data and information using NR software: ensure all guest communications, resolutions, and ancillary actions are noted in the appropriate places within required systems.
Maintain proficiency in all sales funnels including but not limited to online travel agent portals, wholesale relationship dynamics, luxury segmentation requirements to ensure all reservations are booked with accuracy according to the unique standards and requirements of each platform or partner agreement.
Note: this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Member for this job.
Required Experience and Skills
High School Diploma or equivalent
Ability to pass pre‑employment testing which may include drug testing and/or background screening
Excellent organizational and time management skills
Ability to uphold policies and procedures
Ability to prioritize and execute tasks in a fast‑paced, seasonal environment
Must be computer savvy, able to learn new programs and adapt to frequent systems changes
Ability to adapt to portfolio and company growth; must find joy in adapting to business needs and performing different duties daily, monthly, seasonally, etc.
Proactivity and flexibility
Outstanding customer service
Preferred Experience
Experience in hospitality, property management, and/or hotels
Prior call center experience
Hours of Work
Natural Retreats’ core business hours for the Guest Experience department are Monday through Friday, 8:00 a.m. to 9:00 p.m. EST and Saturday and Sunday 10:00 a.m. to 7:00 p.m. Holidays and weekend coverage are required. Because this role is responsible for supporting all destinations, the hours of this position may need to fluctuate to accommodate support in multiple time zones (Eastern, Central, Mountain, Pacific) and daily scheduling needs will vary seasonally, which may result in working some inconsistent hours. We encourage all Team Members to take two (2) days off per week where possible. Vacation is generally taken outside of peak season. Note, during the summer season, 360 Blue brand destinations presently operate from 8 a.m.–8 p.m. CST on Saturdays. Flexibility with your schedule is a must. Additionally, other project work or responsibilities may occasionally require work outside of this schedule.
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Guest Experience Agent
to join our team! This hybrid position requires two days per week in our 360 Blue office in Santa Rosa Beach, FL.
Compensation
$20.50 / hour
Benefits & PTO
15 vacation days
9 holidays
7 sick days
5 NR Days with a $1,500 allowance to book a NR vacation home!
Maternity and Paternity Leave
Medical (Traditional PPO-style plans and High Deductible Plan with HSA)
Dental
Vision
Flexible Spending Accounts (medical and dependent care)
401K retirement plan options with 3.5% company match
Short and Long Term Disability Insurance (100% company paid)
Basic Life Insurance Policy of $50,000 (100% company paid)
Supplemental Life Insurance (Employee, Spouse, Child)
Essential Duties
Maximize opportunities to generate incremental revenue driven by the sale of ancillary products and services in ways that enhance guest experience.
Ensure that all guests receive amazing customer service in all aspects of their stay from arrival through departure by providing enthusiastic and personalized services based on guest needs.
Serve as the liaison between the guest and the on‑site team to ensure exceptional guest services.
Ensure complete guest contact, count, comprehensive reason for travel, and all other relevant information and booking requirements are represented accurately, robustly, and timely in the system corresponding to every inquiry or guest reservation created and accessed.
Handle guests’ communications via phone call, email, text, web chat, partner portal, and all other communication channels utilized by the company in a professional manner, adhering to department policy, property or channel requirements, and brand standards.
Chase and collect balance payments when necessary.
Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
Work toward production targets individually and as a team.
Understand and deploy knowledge of effective consultative sales tactics to ensure optimal conversion rates for a wide range of guest demographics in service of all destinations, brands, and properties within the NR portfolio.
Resolve guest complaints through timely communication and thorough, routine follow up to ensure guest satisfaction.
Record essential data and information using NR software: ensure all guest communications, resolutions, and ancillary actions are noted in the appropriate places within required systems.
Maintain proficiency in all sales funnels including but not limited to online travel agent portals, wholesale relationship dynamics, luxury segmentation requirements to ensure all reservations are booked with accuracy according to the unique standards and requirements of each platform or partner agreement.
Note: this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Member for this job.
Required Experience and Skills
High School Diploma or equivalent
Ability to pass pre‑employment testing which may include drug testing and/or background screening
Excellent organizational and time management skills
Ability to uphold policies and procedures
Ability to prioritize and execute tasks in a fast‑paced, seasonal environment
Must be computer savvy, able to learn new programs and adapt to frequent systems changes
Ability to adapt to portfolio and company growth; must find joy in adapting to business needs and performing different duties daily, monthly, seasonally, etc.
Proactivity and flexibility
Outstanding customer service
Preferred Experience
Experience in hospitality, property management, and/or hotels
Prior call center experience
Hours of Work
Natural Retreats’ core business hours for the Guest Experience department are Monday through Friday, 8:00 a.m. to 9:00 p.m. EST and Saturday and Sunday 10:00 a.m. to 7:00 p.m. Holidays and weekend coverage are required. Because this role is responsible for supporting all destinations, the hours of this position may need to fluctuate to accommodate support in multiple time zones (Eastern, Central, Mountain, Pacific) and daily scheduling needs will vary seasonally, which may result in working some inconsistent hours. We encourage all Team Members to take two (2) days off per week where possible. Vacation is generally taken outside of peak season. Note, during the summer season, 360 Blue brand destinations presently operate from 8 a.m.–8 p.m. CST on Saturdays. Flexibility with your schedule is a must. Additionally, other project work or responsibilities may occasionally require work outside of this schedule.
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