Guest Liaison & Reservations Team Member

GOEBEL FIXTURE COMPANY; Steamboat Springs (CO); On-site; USD 33,000 - 36,000; Full time

Job summary

Steamboat Lodging Company, based in Steamboat Springs, CO, seeks a full-time guest services specialist to help guests find and book vacation rentals. You will guide guests through the booking process, upsell, resolve issues, and work with partner companies to ensure reservations are accurate and delivered with world-class service.

Ideal candidates have a sales background, are positive and professional, and enjoy learning and teamwork.

Qualifications

• Experience in sales to achieve goals and upsell
• Strong customer service and communication skills
• Ability to work with partner companies and teams

Responsibilities

• Lead guests through the booking process with rapport and confidence
• Demonstrate strong sales aptitude with up-sell and cross-sell
• Collaborate with partner companies to ensure reservations are accurate
• Meet personal and office-wide sales goals
• Troubleshoot and resolve reservation questions and issues
• Answer guest emails, chats, texts, and calls promptly
• Follow up with guests during and after their stay for feedback
• Plan, prepare, and track guest gifts
• Manage lost and found between Guest Liaison and Housekeeping Teams
• Maintain knowledge of lodging properties, policies, and procedures
• Deliver exemplary guest service to exceed expectations
• Share guest feedback with Homeowner Liaison and Marketing to improve properties
• Communicate changes impacting guests to all departments
• Assist guests with refunds if needed
• Travel to Steamboat/Winter Park for in-person trainings

Skills

Sales aptitude

Upsell

Cross-sell

Customer service

Communication

Job description

• Base Pay $24.00 - $26.00 / Hour
• Job Category 1
• Employee Type Full Time Non-Exempt

Description

We pride ourselves on being the best at “wow-ing” our guests, as well as constantlyimproving and innovating in the vacation rental industry. Our company is known nationally as the goldstandard for vacation rental companies.

This role is responsible for ensuring every guest has a positive, memorable experience from the momentthey book until after their departure. They provide world-class service in every interaction, from makingthe sale until the guest has departed. An ideal candidate for this position is someone with a backgroundin sales who has a desire to help guests find the perfect vacation rental homes, share in the excitementof their vacation and achieve all sales goals. The ideal candidate would also be positive and professional,even-keeled, and expressing an upbeat personality with the desire to learn and work as part of a team.

Successful agents have advanced conflict-resolution skills under pressure, and the ability to “make itright” for every guest.

Requirements

• Smoothly lead a guest through the booking process by building rapport and confidence.
• Demonstrate strong sales aptitude with ability to up-sell, cross-sell, and overcome objections
• Work with partner companies to ensure all reservations are accounted for
• Strive to achieve all personal and office-wide sales goals
• Troubleshoot and resolve reservation questions and issues
• Answer guest emails, chats, texts and phone calls and attend to their requests in a timely way
• Follow up with guests during and after their stay for feedback
• Plan, prepare and track guest gifts
• Manage lost and found between Guest Liaison and Housekeeping Teams.
• Obtain and maintain a comprehensive knowledge of all lodging properties, policies, andprocedures
• Deliver exemplary guest service to satisfy and surpass guest expectations and to ensure a worldclass experience
• Share feedback from guest comments with our Homeowner Liaison and Marketing Team in orderto improve properties and market them more accurately
• Communicate with all departments on any changes or updates with guests that impact the otherdepartment
• Work with guests on refunds if they have issues during their stay
• Travel to Steamboat/Winter Park as needed for in-person meetings and trainings with teammembers

Based in the heart of Steamboat, Colorado, we manage a portfolio of stunning mountain homes and vacation rentals that welcome guests year-round to ski, explore, and recharge in the Rockies. For more than 20 years, we’ve built a reputation for delivering exceptional stays while helping homeowners maximize the value of their investments.

But what truly sets us apart is our team. We are a group of people who care deeply about hospitality, take ownership of our work, and genuinely enjoy living and working in a mountain community. Whether it's powder days in the winter or long summer evenings on the trail, we understand that great work and great lifestyle can go hand in hand.

If you're looking for a role where you can make an impact, grow your career, and be part of something special, you’ll find it here.

Culture Index Survey

Steamboat Lodging Company is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Steamboat Lodging Company makes hiring decisions based solely on qualifications, merit, and business needs at the time.