Guest Experience Agent

Better Talent; Santa Rosa Beach (FL); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

PTO

Health insurance

Dental insurance

Vision insurance

Life insurance

Retirement plan

HSAs/FSAs

Disability insurance

Wellness programs

Flexible schedules

Telecommuting options

Job summary

Natural Retreats in Santa Rosa Beach, FL is seeking a personable Guest Experience Agent to join our team in a hybrid role that blends reservations, guest services, concierge support, and consultative sales for memorable vacations.

Reporting to the Guest Experience Manager, you’ll guide guests from initial inquiry through departure, providing personalized recommendations, coordinating with on-site teams, and helping maximize revenue while maintaining brand standards in a fast-paced, seasonal

Qualifications

• High School Diploma or equivalent.
• Ability to pass pre-employment testing.
• Excellent organizational and time management skills.
• Ability to learn new programs and adapt to frequent system changes.
• Ability to work in a fast-paced, seasonal environment.
• Proactivity and flexibility.

Responsibilities

• Maximize opportunities to generate incremental revenue from ancillary products and services.
• Provide enthusiastic, personalized guest services from inquiry to departure.
• Serve as liaison between guests and on-site team.
• Ensure accurate guest data and booking requirements in NR systems.
• Handle guest communications via phone, email, text, web chat, and portals.
• Chase and collect balance payments when necessary.
• Maintain knowledge of departmental policies and procedures.
• Work toward production targets individually and as a team.
• Apply consultative sales tactics to improve conversion across destinations.
• Resolve guest complaints with timely follow-up.
• Record essential data in NR software.
• Maintain proficiency in all sales funnels and partner portals.

Skills

Organizational skills

Time management

Proactivity

Flexibility

Computer literacy

Adaptability

Communication

Education

High School Diploma or equivalent

Job description

Our national luxury vacation rental management company has professional openings across the country. The Natural Retreats collection of brands, including 360 Blue , and Callista Vacations , serves guests in some of America’s most beautiful destinations—from Palm Springs, CA, to Florida’s Emerald Coast.

We foster a collaborative, fun work environment and offer an excellent benefits package.

Position Summary

Natural Retreats is seeking a personable, adaptable Guest Experience Agent to join our team in Santa Rosa Beach, FL. Reporting to the Guest Experience Manager, this hybrid role combines reservations, guest services, concierge support, and consultative sales to create seamless and memorable vacation experiences.

You’ll support guests throughout their journey—from initial inquiry and booking through departure—providing personalized recommendations, answering questions, resolving concerns, and identifying opportunities to enhance each stay through additional products and services. You’ll also work closely with our on-site teams to ensure guest needs and important reservation details are communicated accurately and handled promptly.

This is an ideal opportunity for a hospitality-minded professional who communicates naturally with a wide range of guests, enjoys balancing service with sales, and thrives in a fast-paced, seasonal environment where priorities may shift based on business needs.

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 by destination, brand, community, or sublocation is represented accurately, robustly and timely in the system corresponding to every inquiry or guest reservation created and/or 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 towards 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.

Please 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 Qualifications

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

Preferred Qualifications

Experience in hospitality, property management, and/or hotels

Prior call center experience

Compensation, Benefits & Schedule

Hourly Rate

$20.50

Paid time off such as PTO, sick days, and vacation days

Health, Dental and Vision insurance

Life insurance

Retirement benefits or accounts

Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs

Long term and Short term disability insurance

Wellness programs

Workplace perks such as recreation activities, food and coffee, and flexible work schedules

Telecommuting options

Schedule

This hybrid position requires two days per week in our 360 Blue office in Santa Rosa Beach, FL.