Vacation Specialist (Full-Time)

Twiddy; Northern (KY); On-site; USD 40,000 - 45,000; Full time

Job summary

Twiddy is seeking a Vacation Specialist to join the Guest Services Department for office-based, full-time work. You will help guests choose Outer Banks vacation homes, handling inquiries by phone, in writing, or in person, and support bookings and special events.

You’ll use ongoing communication to upsell services, navigate the Vacation Rental Agreement, and maintain detailed records. Experience in customer service and CRM tools is preferred.

Qualifications

• Excellent written & oral communication abilities; respond clearly and professionally.
• Strong time management, prioritization, and organizational skills.
• Professional appearance, speech, and conduct in all guest interactions.

Responsibilities

• Deliver hospitality and assist guests and leads in choosing vacation homes via multiple channels.
• Listen actively, adapt to guest needs, provide updates and options for reservations and policies.
• Collaborate with other departments to resolve requests, maintain records, and support guest satisfaction.

Skills

Communication skills

Time management

Professionalism

Teamwork

CRM tools

Tools

Genesys Call Center software

Salesforce

Avochato

RNS

Google Suite

Job description

Salary Range: $40,000.00 To $45,000.00 Annually

Nature of Work The Vacation Specialist is a full-time role contributing to the day-to-day operations of the Guest Services Department. The primary responsibility is to deliver superior hospitality to guests or leads interested in booking a beach vacation home on the Outer Banks of North Carolina, those who have already booked, and those who are here for their vacation rental reservation. All full-time and part-time staff report to the Department Supervisor. This position is office-based.

Illustrative Tasks Typical day-to-day tasks will include:

• Deliver superior hospitality to guests and leads while providing assistance in selecting the ideal vacation or special event home via phone, written, and in-person inquiries, utilizing home criteria-driven searches.
• I nteractively listen and adapt to the specific needs of the guest, provide alternative or comparable solutions, answer questions, give updates, and provide helpful information about booked and in-house reservations, Twiddy rental homes, Twiddy policies, the Outer Banks area, etc.
• Develop and maintain constructive and cooperative relationships with the other Twiddy Departments to help resolve guest requests or concerns, complete home condition initiatives, and assist with guest survey responses.
• Provide professional, timely, and accurate communication to seize every opportunity to increase rates in conversion, repeat guest retention, and upsell additional services.
• Carry out negotiation requests, process payments, and recommend preferred vendors, resources, and local activities.
• Handle outbound initiatives and conduct home tours.
• Help guests understand the Vacation Rental Agreement (lease) and the guest statement of account.
• Provide troubleshooting around guest-facing features, including the Twiddy App, Guest My Account, and Trips.
• Maintain accurate and detailed records of all inbound and outbound communications.
• Other duties as assigned by the Supervisor.

Knowledge, Skills, and Abilities

• Excellent written & oral skills, able to think and react on the fly.
• Exemplary time management, prioritization & organizational skills.
• Professional in every aspect of dress, speech, and conduct.
• Broad-minded with the ability to work cohesively.
• Genesys Call Center software phone, Salesforce CRM platform, Avochato, RNS, Google Suite apps, internal applications.

Desired Experience and Training

• One to three years experience in property management or other relevant industry experience.