Guest Experience Lead — Reservations & Service

Better Talent; Blue Ridge (GA); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Paid time off

Life insurance

Vision insurance

Retirement benefits

Long-term disability insurance

Relocation assistance

Commuting assistance

Employee discount program

Job summary

Southern Comfort Cabin Rentals in Blue Ridge, GA seeks a Lead Guest Experience Agent to support daily guest experience and reservation operations. Reporting to the Assistant General Manager, this working-lead position handles reservation inquiries, guest communications, service needs, and escalations while helping Guest Experience Agents understand priorities and follow established standards.

The Lead will organize daily workload, reinforce service expectations, support reservation accuracy, and

Qualifications

• Experience in hospitality, guest services, reservations, customer service, sales, or another high-volume customer-facing environment.
• Strong telephone, written, and interpersonal communication.
• Ability to manage multiple conversations and priorities.
• Knowledge of OTA platforms such as Airbnb, VRBO, Booking.com, etc.

Responsibilities

• Perform the responsibilities of a Guest Experience Agent.
• Coordinate the daily workflow of the team.
• Serve as the initial resource for agent questions and escalations.
• Monitor open communications and unresolved guest needs.
• Coach and reinforce established standards.
• Identify performance or process concerns for the Assistant General Manager.
• Lead the department during assigned shifts or periods when the Assistant General Manager is unavailable.
• Deliver hospitality and reservation sales.
• Support guest issue resolution.
• Support team quality and accountability.
• Improve the guest journey.
• Assist guests with property selection and ensure reservation information is accurate.

Skills

Hospitality experience

Customer service

Communication skills

Reservation systems

Tools

Property management systems

Telephone systems

CRM platforms

Job description

Southern Comfort Cabin Rentals in Blue Ridge, GA seeks a Lead Guest Experience Agent to support daily guest experience and reservation operations. Reporting to the Assistant General Manager, this working-lead position handles reservation inquiries, guest communications, service needs, and escalations while helping Guest Experience Agents understand priorities and follow established standards.

The Lead will organize daily workload, reinforce service expectations, support reservation accuracy, and