Lead Guest Experience & Reservations Specialist

Better Talent by Laveer & Co.

Blue Ridge (GA)

On-site

USD 55,000 - 60,000

Full time

4 days ago

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Benefits offered by this job

Paid time off

Life insurance

Dental insurance

Vision insurance

Retirement benefits

Long-term disability

Short-term disability

Tuition reimbursement

Relocation assistance

Commuting assistance

Employee discount

Cellphone reimbursement

Compensation after 90 days

Job summary

Southern Comfort Cabin Rentals in Blue Ridge, GA is seeking a Lead Guest Experience Agent to oversee daily guest communications, reservations, and service needs while guiding a team of Guest Experience Agents.

Reporting to the Assistant General Manager, you will manage inquiries, review daily priorities, and ensure reservations are accurate, with a focus on hospitality excellence and effective issue resolution.

Qualifications

Experience in hospitality, guest services, or high-volume customer service.
Strong telephone, written, and interpersonal communication.
Ability to manage multiple conversations and priorities.
Sound judgment resolving customer concerns.
Willingness to work weekends/holidays/evenings.
Knowledge of OTA platforms (Airbnb, VRBO, Booking.com) and property-management systems.
Ability to coach and provide feedback.

Responsibilities

Perform the responsibilities of a Guest Experience Agent.
Coordinate daily workflow of the team.
Handle escalations and guest inquiries.
Monitor open communications and unresolved needs.
Coach and reinforce established standards.
Lead department during shifts when the Assistant General Manager is unavailable.
Maintain accurate reservation information.
Improve scripts and templates for processes.