This is a remote position.
Guest Experience Representative
COMPANY OVERVIEW:
Sweet Spot Rentals has a relentless pursuit of becoming the premier short-term rental company in the world. We foster a culture of unity, diversity, and inclusion by creating a welcoming environment for all. At the forefront of technology and innovation, Sweet Spot will be the new gold standard in travel - allowing our guests to experience the world one carefully curated experience at a time.
POSITION SUMMARY:
We are looking for a unique and quick-thinking individual to assist with guests reservations, answer in-house guest questions, and follow up with guest experience surveys. If you like the idea of helping to build and maintain a best-in-class vacation rental market, and you have the qualifications and background we're looking for, we want to talk to you! You will be part of our best-in-industry team of professionals committed to the company, guest, and employee excellence. You will join a like-minded group of professionals who nurture a culture of inclusion, unity, and teamwork.
As a Guest Experience Manager, you will also take calls and respond to guests along with your in-house team or are looking to book a home for their vacation. You will be held accountable for providing quality and fast service to our guests and upholding the integrity of our brand. You will also take charge of calling guests that are due to arrive and depart each day.
You will be empowered to organize and innovate our processes as our company grows. At the same time, you will receive guidance from your Director and the Leadership Team. You will also be encouraged to suggest and implement new strategies to meet or exceed team goals and create a great team environment.
RESPONSIBILITIES:
Daily check-in and check-out procedures, including calling the guests
Take calls and emails from in-house guests
Create tickets for any maintenance issues or housekeeping requests
Respond to guest reviews
Identify and suggest new ideas and process improvements
Manage and coach team members
Monitor your team’s KPIs and NPS scores
Provide essential reports to the leadership team
QUALIFICATIONS:
1+ years of experience in hospitality
Eagerness to learn and continue personal development in a fast-paced environment
Ability to think strategically and work efficiently without sacrificing thoroughness
Excellent written and verbal communication skills with the ability to be articulate and direct
Ability to multitask
A forward-thinking, creative mindset geared towards developing new ideas to enhance your team’s capabilities
Ability to analyze and leverage data to drive performance
Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.
COMPENSATION & BENEFITS:
We’ve put together an exciting benefit and compensation package because we believe our employees are our greatest asset.
Benefits:
Health Insurance
Dental Insurance
Vision Insurance
Employee Assistance Program
Health Savings Account
Life Insurance and Benefits
Generous Paid Time Off
Schedule:
Varying Shifts - depending on seasonality and work-load
Nights, Weekends and Holidays availability
Compensation:
Commission
Education:
Bachelor's Degree (Preferred)
Experience:
Customer service 2+ years experience (Preferred)
Work Location:
Remote in Market Area
Equal Employment Opportunity Policy
Sweet Spot Rentals Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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