Vacation Rental Agent
JOB DESCRIPTION SUMMARY:
As a Rental Agent, you will be responsible for managing the booking process for our vacation rental properties, ensuring excellent customer service and efficient operations. You will handle inquiries, assist guests with reservations, assist owners with questions, and coordinate with various teams to ensure a seamless experience for our guests and owners. The ideal candidate has exceptional communication skills, strong attention to detail, and a passion for providing outstanding hospitality services. All duties and responsibilities of this position are always to be performed with exceptional caring and genuine guest service upholding company standards and culture at all times.
Essential Job Duties and Responsibilities:
- Confirm reservations booked online with guests by phone in order to ensure understanding and adherence to all rental policies and guest satisfaction with their vacation experience
- Assist guests with their current reservations
- Assist owners with general questions and processes
- Ability to follow established procedures, while problem-solving where procedures do not yet exist
- Work in a weekend/weekday rotation as "on-call" for the guest services department
- Receive and respond to inquiries from potential guests via phone, email, and webchat. Have the ability to define in detail the needs of prospective guests, guide them to suitable options, and to accurately describe verbally and in writing the vacation rental properties, our reservation policies, and procedures
- Strong ability to multi-task and attention to detail as our specialists operate in a technology-driven environment. You will be expected to master multiple software environments in order to successfully perform the duties of this position
- Ability to assist with overflow call volume on guest in-house matters, including cancellations and escalated guest issues
- Assist with follow-up payment processing on guests' reservations, as well as processing payments over the phone
- Develop a comprehensive knowledge of our destination, vacation rentals, and policies and procedures so that you can answer guest inquiries (via phone, email, or in-person) in a timely, professional, and accurate manner
- Provide destination recommendations with general knowledge of the Black Hills of South Dakota.
- Fully comprehend and have the ability to successfully execute all relevant technologies, policies, and systems utilized by the front desk, guest services, and reservations teams
- Communicate in a timely manner with appropriate staff when you identify an opportunity to create efficiency or improve service
- Process daily reservations reports and review terms and conditions
- Cross-train, as needed, within the company in order to facilitate expanding skills and knowledge base
- Establish and maintain effective communications and teamwork with other employees and departments
- Be attentive, friendly, helpful, and courteous to all guests, owners, vendors, managers, and all other employees
- Effective time management skills are vital in order to successfully manage daily correspondence volume and assigned tasks
- Accuracy and attention to detail in all processes and communication including rate quotes, discounting, documentation
- Provide administrative support, as needed, in order to facilitate meeting departmental goals and project completion
- Demonstrate a high degree of integrity and confidentiality
- Provide professional customer service at the highest levels with a desire to succeed
- Possess a positive and upbeat attitude at all times
- Exceptional verbal and written communication skills with flawless spelling and grammar
- Answer telephone, emails and web chats in a clear and professional manner
Benefits, Incentives and Additional Compensation: List things in this area that would be in addition to compensation such as incentives, stipends for phone, internet, etc.
- Paid Time Off
- Holiday Pay
- Cell Phone Stipend
- Internet Stipend
- Training and Educational Opportunities
Maintenance Specialist
JOB DESCRIPTION SUMMARY:
The Maintenance Technician is a hands-on and customer service focused position that is directly responsible
for overseeing the day-to-day activities and outcomes of property maintenance needs, while providing exceptional customer
service to Owners and Guests alike. This individual will be responsible for overseeing maintenance needs, outside contracted vendors and
tradesmen; ably managing follow up. Additionally, the Maintenance Manager communicates with homeowners,
guests and vendors to resolve larger maintenance issues, reviews month-end close out of all work orders, audits
and reports on maintenance activities, and utilizes technology and work order systems to efficiently
manage and document activities. All duties and responsibilities of this position are always to be performed with exceptional caring and genuine
guest service upholding the company standards and culture at all times.
ESSENTIAL JOB DUTIES AND FUNCTIONS
Effectively handle property service requests
Oversees the daily activity of maintenance needs
Interact with property owners, guests and vendors in a professional and courteous manner
Select, train, evaluate, counsel and discipline staff in accordance with company policy (if appllicable)
Communicate effectively with all the company staff to ensure smooth delivery of services
Oversee maintenance accounts, billing, posting and coding bills.
Coordinate with team members on items that require attention and prioritization
Identify issues and resolve problems.
Maintain integrity, confidentiality, and sensitivity when working with both internal and external customers
Ensure standards of quality control
Safety – Maintain a safe and clean work environment to ensure all policies are followed and enforced for outside
agencies; including but not limited to DOL, EEOC, and OSHA
COMPETENCIES
Customer Focus – Gives guests’ needs priority and responds quickly to guest concerns
Personal Energy – Exhibits passion for their work. Always possesses a positive and upbeat attitude
Adaptable and Flexible –Is able to complete tasks in a changing environment
EDUCATION AND QUALIFICATIONS
Minimum 2 years’ experience in maintenance, preferably in property service environment
Knowledge of common work order repair issues found in rental units such as HVAC, plumbing, internet/IT, TV, hot tub, furniture, and other property needs
Ability to handle the stress of a high-demand, customer-focused environment
Proof of eligibility to work in the United States
High School Diploma or General Equivalency Diploma
Must have reliable transportation
Valid Driver’s License
Ability to work flexible hours that vary by season, weekend work required
WORKING CONDITIONS AND ENVIROMENT / PHYSICAL DEMANDS
Must be able to perform simple grasping, fine manipulation, and repetitive hand and arm movements frequently
Must be able to bend, squat, crawl, kneel, push, pull, and walk on uneven surfaces on a regular basis
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow,
heat)
Must be able to climb stairs both inside and outside and frequently lift 20 lbs. and occasionally up to 50 lbs.