Guest Services Remote Receptionist (Contract)

Job description

Guest Services Part-Time Remote Receptionist Wanted!

If you’re passionate about hospitality and enjoy leading, this is for you!

Welcome to Starlight Haven – a place where we make it easy to enjoy the outdoors with unique accommodations and resort-style amenities. We are known for our luxurious Geodesic Domes, Safari-Style Tents, A-Frame cabins, and Treehouses. Our teammates are vital to our success, and we are looking to add a part-time contract Guest Services Remote Receptionist to support two of our resorts.

We aim for top-notch cleanliness and service, and our 5-Star reviews show it (see Google)! As our Remote Receptionist, you’ll work with the Resort Managers and other operations teammates to make sure guest questions and concerns are answered in a timely manner to optimize guest experience.

Key Responsibilities: You will work closely with the Starlight Haven management team as a virtual support team member. Your day-to-day activities will include responding to guest inquiries via phone, email, and through Online Travel Agencies like AirBNB, VRBO, and Expedia, professionally addressing their concerns, questions, and requests. Among others, your duties include:

• Provide guests information about amenities and local attractions.
• Assist guests troubleshooting in room equipment and automation (HVAC, managing remote locks, hot tub and grill questions.)
• Handle guest complaints and disputes professionally, aiming to resolve issues promptly and maintaining positive guest relations.
• Oversee phone reservations, packages, and experience upsells, gift cards, refunds, discounts, early and late checkout requests.
• Collaborate with housekeeping, maintenance, and other departments to address guests concerns and find timely resolution.
• Ensure all Online Travel Agencies maintain a 100% response rate and keep all replies (email, text, or phone) to a 10-minute or less response time.

You will need your own laptop and cell phone to download guest services applications

Key Requirements: The following skills are needed to be successful in this position:

• Prior Experience in the hospitality industry, AirBNB, VRBO, or other Online Travel Agencies.
• Excellent verbal and written communication skills.
• Problem solving skills and the ability to quickly resolve issues.
• Microsoft Office, Customer Relationship Management systems, property management systems and social media platforms.
• Strong organizational skills, maintaining records, and departmental coordination.
• Empathy and the ability to cultivate and maintain relationships with a diverse range of people.

Schedule: The Guest Services Remote Receptionist will work a rotating schedule of 15 – 20 hours per week to ensure evening and weekend coverage, with each Guest Services Remote Receptionist having every other weekend off. The exact schedule will be determined to meet expectations, and weekend work is required every other week. See below for an example schedule:

Weekly Schedule Breakdown:

Work shifts run from 6pm to 11pm (5 hours)

Week 1:

• Monday to Thursday: Remote Receptionist A works (20 hours total).
• Friday: Remote Receptionist B works (5 hours).
• Saturday and Sunday Remote Receptionist B (10 hours total)

Week 2:

• Monday: Remote Receptionist A (5 hours).
• Tuesday to Friday: Remote Receptionist B works (20 hours total).
• Saturday and Sunday: Remote Receptionist A works (10 hours total).

Pay & Benefits: We offer great pay for our amazing team members. The Guest Services Remote Receptionist pay starts at $13 per hour.

Other: Starlight Haven is an equal-opportunity employer. The Company does not discriminate in access to employment opportunities or in employment or practices based on race, color, religion, gender, national origin, age, veteran or military status, pregnancy, marital status, sexual orientation, disability, genetic information, or other legally protected status.

Job Type: Part-time

Pay: From $13.00 per hour

Benefits:

• Employee discount
• Flexible schedule

People with a criminal record are encouraged to apply

Work Location: Remote