Guest Services Coordinator- Railey Vacations

TowneBank; Northern (KY); Hybrid; USD 19,000 - 28,000; Full time

Job summary

Railey Vacations in McHenry, MD seeks a Guest Services Coordinator to handle daily guest inquiries, assist with reservations, and recommend local attractions.

You will answer calls, respond to emails, coordinate with housekeeping and maintenance, and ensure accurate booking and payment details while delivering professional service.

Hourly pay starts at $17.00 with incentives; join a team focused on exceeding customer expectations and smooth guest experiences.

Qualifications

• Ability to use email and booking software.
• Familiarity with properties, amenities, owners, and policies.
• Abide by company policies, procedures, and guidelines.

Responsibilities

• Answer inquiries by phone, email, or webchats to help guests find a vacation home that fits their needs.
• Assist guests on existing reservations and provide information & recommendations.
• Communicate statuses and guest issues with the housekeeping/maintenance departments.
• Resolve guest issues by transferring to the correct departments when necessary and by providing excellent service.
• Maintain accurate booking information and payment details; liaise with all departments to ensure best service.
• Ensure guest service standards are met during arrival, stay, and departure.
• Report guest issues accurately in Breezeway and to the appropriate department for resolution.

Skills

Email & booking software

Properties & policies knowledge

Policy compliance

Job description

Guest Services Coordinator- Railey Vacations

Job Category: Bldg Services

Requisition Number: GUEST008526

Locations

Showing 1 location

MD6-RaileyVac Main Office
McHenry, MD 21541, USA

Description

• Daily correspondence:
  • Answering inquiries by phone/email/webchats to address questions and help guest find a vacation home that fits their needs
  • Checking voicemails and making return calls
  • Assisting guests on existing reservations
  • Communicating over the phone statuses & guest issues
• Answer phone calls in a professional manner by announcing greeting, obtain guest information, following Call Flow and verify information is up to date
• Replying to guest e-mails
• Providing information & making recommendations to guests about local attractions, activities, restaurants and more
• Effectively communicating with the housekeeping/maintenance department about their daily schedule, changes, and additions
• Outbound calling including follow-ups and reminders
• Resolving guest issues by assisting guests to the best of your ability and transferring to correct departments, when necessary
• Exceed our customers’ expectations by delivering service in a professional, knowledgeable and accommodating way
• Remain calm, patient and polite if receiving customer feedback
• Liaise with all departments to ensure the best service is provided to our customers
• Ensure that all work meets company standards; all paperwork must be accurate and complete, including booking information and payment details
• Maintain positive working relationships with guests, vendors, other employees, etc.
• Ensuring guest service standards are met during arrival, departure, and during any other contact with guests.
• Navigating and managing guest issues during their stay
• Reporting guest issues accurately in Breezeway and to the appropriate department for resolution

Minimum Required Skills & Competencies:

• Ability to use email and booking software
• Familiarity with properties, amenities, owners, and policies
• Abide by company policies, procedures, and guidelines

Physically you can anticipate to:

• Express or exchange ideas by means of the spoken word via email and verbally
• Ability to lift 10 pounds and exert 10+ pounds of force, use your arms and legs, and sit most of the time
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation
• Subject to internal and external environmental conditions
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

Pay Rate: $17.00 per hour with potential to earn incentives

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