Guest Experience Team Member

Year Round – Full Time Winter Park Lodging Company in Hospitality
  • 21 Kings Crossing #103 Winter Park GB GB View on Map
  • Post Date : January 7, 2021
  • Apply Before : February 28, 2021
  • Salary: $33,000.00 - $38,000.00 / Annual
  • Applications 0
  • View(s) 47
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Job Detail

  • Job Category Customer Service
  • Qualification Bachelor Degree
  • Schedule Preference Flexible
  • Experience Level Mid Level
  • Job Start Month January 2021
  • Job Available Until Month Year round
  • Benefits
    Benefits: 401K with up to 4% match and no vesting period Winter Park Resort ski pass or other recreational pass of equal value PTO + PTO accrual for select holidays worked Company paid cell phone or monthly stipend

Job Description

Job Summary:  We pride ourselves on being the best in the valley at “wow-ing” our guests, as well as constantly improving and innovating in the vacation rental industry. Our company is a leader nationally as the gold standard for vacation rental companies.  

 

The Guest Experience Team is responsible for ensuring every guest has a positive, memorable experience with Winter Park Lodging Company.  They provide extraordinary, world-class service while handling all daily and weekly tasks associated with guest inquiries, concerns, and  challenges.  The ideal candidate would be positive and professional, even-keeled, and expressing an upbeat personality with the desire to learn and deliver outstanding guest service.  Successful agents have advanced conflict-resolution skills under pressure, and the ability to “make it right” for every guest.  

 

Responsibilities:

 

  • Answer guest emails, chats, texts and phone calls and listen attentively to each guest as a unique individual and attend to their requests in a timely way. 
  • Complete all Guest Experience Team tasks accurately and in a timely manner. 
  • Prepare all guests via phone calls, emails and texts for their arrival.
  • Follow up with guests during and after their stay for feedback.
  • Plan, prepare and track guest gifts.
  • Assist with shipping and receiving for Pine Tree Plaza office.
  • Manage lost and found between Guest Experience and Housekeeping Teams.
  • Obtain and maintain a comprehensive knowledge of all lodging properties, policies, and procedures. 
  • Deliver exemplary guest service to satisfy and surpass guest expectations and to ensure a world class experience. 
  • Share feedback from guest comments with our Homeowner Liaison and Marketing Team in order to improve properties and market them more accurately. 

 

Benefits:

  • 401K with up to 4% match and no vesting period
  • Winter Park Resort ski pass or other recreational pass of equal value
  • PTO + PTO accrual for select holidays worked
  • Company paid cell phone or monthly stipend

 

Qualifications:

  • College or University degree preferred in Communication/Public Relations or a minimum of one year experience in a guest services role. 
  • Hold a valid driver’s license.
  • Excellent computer skills, ability to learn new software quickly.
  • Able to organize, plan ahead, and self manage workload in positive manner
  • Outstanding customer service skills including full fluency in speaking, reading, and writing English
  • Ability to interact in a friendly and comfortable manner with staff and guests via phone and in person 
  • Detail and team oriented
  • Ability to reason and create solutions in unexpected and possibly stressful situations
  • Dependable and punctual
  • Be able to type 40 wpm
  • Able to lift at least 25 pounds

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