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TowneBank · 1 month ago

Guest Services Coordinator- Railey Vacations

McHenry, Maryland, United States

Full-time

Onsite

New Grad, Entry Level

$15/hr - $15/hr

TowneBank is seeking a Guest Services Coordinator for Railey Vacations. This role involves assisting guests with inquiries, managing reservations, and ensuring excellent customer service throughout their stay.

Banking

Responsibilities

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

General administrative duties

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

Qualification

Booking softwareEmail communicationCustomer serviceLocal attractionsInterdepartmental communication

Required

Ability to use email and booking software

Familiarity with properties, amenities, owners, and policies

Abide by company policies, procedures, and guidelines

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