Guest Service Agent

emergemarket.com; Maryland; Hybrid; USD 21,000 - 28,000; Full time

Job summary

VTrips is seeking a Guest Services Agent to provide exceptional service to guests, owners, and vendors, ensuring every stay is positive and every request is handled promptly.

You will review and manage property notes and folios, coordinate maintenance, create work orders, adjust reservations and rates, and communicate clearly with owners and guests through the reservation management system. Some travel between locations is required.

Qualifications

• Proficient with document management, databases and spreadsheets.
• experience using Microsoft Office suite and related tools.
• Strong organizational, multitasking and problem-solving abilities.

Responsibilities

• Review, update, and manage property notes and folios.
• Resolve owner and guest-related issues to ensure satisfaction.
• Coordinate and prioritize maintenance requests and vendor coordination.
• Create, close, and modify work orders and property blocks.
• Create, modify, and cancel reservations and update folios in the reservation system.

Skills

Document management

Databases

Spreadsheets

Organizational skills

Tools

Microsoft applications

Job description

Description

The Guest Services Agent position at VTrips is responsible for providing exceptional customer service to guests, owners, and vendors. The main function of this role is to ensure that guests have a positive experience during their stay and to assist with any issues or requests they may have.

Maintain professional relationships with owners, guests, and vendors.

Review, update, and manage property notes and folios.

Resolve owners and guest-related issues.

Coordinate and prioritize maintenance requests.

Create, close, and modify work orders and property blocks.

Develop and maintain a trade vendor list and work closely with vendors to ensure completion of work orders.

Create, modify, and cancel reservations.

Process payments, adjust payment schedules, and code auto-payment exclusions.

Revise reservation folios and property details in the reservation management system.

Change rental rates and add fees.

Adjust pricing and discount codes.

Update reservation folios and property details in the reservation management system.

Quote reservation pricing using internal systems and property details.

Create account records by effectively communicating with owners and guests via the reservation management system.

Run reservation and maintenance reports and monitor various system alerts daily.

Stay abreast of the conditions and needs of each property.

Troubleshoot customer service and maintenance issues.

VTrips is an Equal Opportunity Employer and follows the principles of Equal Employment Opportunity. The company does not discriminate based on race, color, religion, sex, national origin, age, disability, citizenship, marital status, sexual orientation, or any other characteristic protected by law during recruitment, selection, placement, training, compensation, and promotion of employees.

Please note that this job description is not exhaustive and may be subject to change. Duties, responsibilities, and activities may vary based on regional and location-specific needs of the company.

Proficiency with document management, databases, and spreadsheets.

Working knowledge of Microsoft applications.

Strong organizational skills with the ability to multitask and problem-solve.

Valid driver's license, auto insurance, and reliable transportation for travel between locations while working.

Must be eligible to work in the United States and pass a background screening.

Ability to work a variable schedule, including weekends, holidays, and on-call shifts as assigned.

Sitting – 90%, Standing/Walking 10%. Required to stoop, bend, stretch, twist, and reach. Occasionally lift up to 15 lbs. Must be able to talk or hear. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Organize, multitask, and problem-solve.

Combination of indoor and outdoor workspaces.

Equal Opportunity Employer
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