JOB OVERVIEW
Job Title: Remote Guest Experience Specialist
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Company: Brown & Buchanan Ventures Co. (Franchise Operator for Grand Welcome Nashville, Smoky Mountains, Hilton Head, Austin, Highland Lakes, Breckenridge, Sea Ranch & Mammoth Lakes)
Position Type: Full-time
Hours: Up to 40 hours per week depending on demand
Shifts: TBD
About Brown & Buchanan Ventures Co.:
As a veteran-owned and operated franchise owner for Grand Welcome in Nashville, Smoky Mountains, Hilton Head, Austin, Highland Lakes, Breckenridge, Sea Ranch, and Mammoth Lakes, we are dedicated to delivering exceptional vacation rental experiences. Our remote guest services team plays a pivotal role in ensuring guests receive outstanding service and support throughout their stay, regardless of location.
Job Description:
As a Remote Guest Experience Specialist, you’ll work from the comfort of your own home, providing exceptional customer service to our guests and serving as their main point of contact. Your role is crucial in ensuring a seamless and enjoyable vacation experience for our guests.
Responsibilities:
Provide exceptional customer service by promptly responding to guest inquiries via phone, text, and messaging platforms.
Assist with check-in/check-out procedures, handle guest concerns or requests, and address complicated guest situations.
Serve as the primary point of contact for escalated guest inquiries and issues.
Collaborate with management and local teams for swift issue resolution, including urgent and non-urgent guest relocations.
Assist guests with reservation-related tasks, including creating, modifying, and canceling reservations.
Monitor property listings and availability, ensuring accurate and up-to-date information for guests.
Increase bookings by promptly responding to guest inquiries and recommending properties within our portfolio.
Handle administrative tasks such as processing payments, updating records, and maintaining FAQs for all properties.
Coordinate guest relocations and communicate any property updates affecting guest stays.
Maintain a proactive approach to addressing guest needs and concerns.
Requirements:
Excellent communication and interpersonal skills.
Ability to multitask and prioritize in a remote, fast-paced environment.
Strong problem-solving abilities and attention to detail.
Flexibility to work evenings, weekends, and holidays.
Proficiency in basic computer skills and familiarity with reservation systems/software.
Benefits:
Opportunities for advancement within a growing company.
Training and support to enhance skills and knowledge in the hospitality industry.
Provided equipment for the job.
Positive and dynamic work environment with a supportive team.
If you’re passionate about hospitality and dedicated to providing exceptional guest experiences, we invite you to join our remote team at Grand Welcome. Apply now to be a part of our exciting journey in delivering unforgettable vacations to guests across diverse destinations.
SKILL REQUIREMENT
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