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Form of workJob Description
Are you looking to be a part of our exciting hospitality and tourism industry in the Willamette Valley?
The Destination Willamette Family of Lifestyle Properties & PinotCar is growing and seeking a dynamic individual to join our team with coordinating vacation and wine tour experiences while offering genuine service as a Guest Services & Reservations Specialist. Lifestyle Properties & PinotCar are known as the area’s first and only premier, full service, professional vacation rental management company, and one of the area’s top transportation services in the Willamette Valley. We have established a reputation of exceptional and personalized customer service for both our guests and homeowners. It is our desire that each person we invite to be a part of our team be an ambassador of our brand displaying the utmost professionalism and friendliness to our guests, homeowners and fellow team members.
Guest Services & Reservations Specialist Job Description
The primary responsibility of the Guest Services & Reservation Specialist is to be a key point of contact with our customers; past, present, and future. They are required to be customer service focused, and detail-oriented.
Our primary channels of communication with our customers include phone calls, emails, property management software systems, and online booking channels. Each of the platforms are constantly monitored to ensure that questions and inquiries are answered promptly to high levels of customer satisfaction by providing detailed notes so as to assure seamless conversations with guests.
This position is responsible for selling and finalizing reservations, for both Lifestyle Properties and PinotCar. For Lifestyle Properties, this includes processing payments, confirming guests complete and sign rental agreements, and communicating with guests regarding any special requests to enhance their experience. For PinotCar this includes collecting reservation deposits, and coordinating any details of the itinerary, including making wine-tasting reservations and ordering lunch pick-ups if requested.
Essential Duties & Responsibilities
- Interact with all guests, vendors, homeowners, and coworkers with a friendly and customer-service focused approach at all times.
- Own the guest experience by responding in a timely manner to all requests for information, concerns, or other correspondence.
- Understand and implement selling strategies to maximize per-property and/or tour revenue, aiming to meet or surpass targets through up-selling.
- Accurately handle and organize reservation details, ensuring prompt follow-ups, processing changes and cancellations, and preparing trip details for incoming arrivals.
- Follow up daily on after-hours guest concerns and respond promptly to incoming calls and address guest inquiries through diverse channels – phone, guest messaging, OTAs, & email assisting with problem-solving should any issues or needs arise.
- Provide concierge assistance to current and booked guests regarding area services, recreation activities, restaurant recommendations and reservations, and other activities or assistance requested.
- Communicate with housekeeping, property care team, and maintenance teams through in-house channels ensuring pertinent details are shared to the corresponding department every detail is noted.
- Forward important phone calls and emails received in the general mailboxes to appropriate office personnel for follow-up.
- Learn and demonstrate in-depth knowledge of our properties and wine tours, including their locales, communities, amenities, services, and pricing.
- Uphold company policies, rules, and procedures diligently.
Periodic Duties
- Perform errands and special projects as requested by a supervisor.
- Perform other job duties including, but not limited to, property inspections and setups, property tours and in-person check-ins, or other property management functions as requested by a supervisor.
- Assist the Property Manager with completion of tasks for the onboarding & launching of new vacation rental properties as needed.
Qualifications
- Prior experience within the hospitality industry and/or experience in a customer service role is required.
- Proficient telephone etiquette and exceptional verbal and written communication skills are required.
- Proficient with G-Suite or Microsoft Office products such as Word, Excel, and Outlook is required.
- Local area knowledge of the Willamette Valley, and enjoys learning more and outings with co-workers is preferred.
- Able to take direction from management and feel confident in making decisions.
- Able to work weekends.
