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Vacation Rental Reservation Agent

Company: Mountain Time Vacation Rentals LLC
Location: Fort Collins
Posted on: May 3, 2021

Job Description:

About Mountain Time Vacation Rentals Whether you've heard of VRBO, stayed at an Airbnb, or engaged in any form of Peer-to-Peer lodging, you are likely familiar with the fun and exciting world of Vacation Rentals and Alternative Accommodations! We are the fastest growing Fort Collins-based vacation rental management agency curating amazing guest experiences every day. We harness our expertise as world-class vacation rental professionals to deliver first class guest experiences along with cutting edge technology to maximize revenue for our owners. Our guests are looking for alternative accommodations fully equipped with the most sought after amenities which we proudly deliver in unique and exciting new ways. We pride ourselves in being strategic, creative, and innovative thinkers who utilize all the tools in our vacation rental toolbox to solve our client's biggest problems...from smart locks to smart pricing to luxurious turnkey designs. We take tremendous pride in our work because we know we're making a difference in our community by helping our owners achieve their financial goals and our guests experience all that Colorado has to offer. We'll do whatever it takes to get the job done. We are a small, nimble team on an upward trajectory and we come to work every day ready to win for our clients and each other. There is no ego at Mountain Time VR. We are a team that takes time to stop and smell the roses, enjoy each other's company, and toast to the amazing journey we're on together.JOB DESCRIPTION SUMMARY One of the key roles of our Reservation Agents is to offer our guests exceptional experiences! The key is developing a rapport and building a relationship through various channels = phone, text, online and occasionally in-person meetings. Our agents assist guests with the planning and booking of luxury vacation homes. You will become a memorable part of the guest planning process and creation of their well-earned vacation or stay. We are in the vacation rental hospitality business. Most of our check-ins/outs happen on the weekend. Therefore, we require the ability to work weekends and holidays. The position is a full-time, 40 hours a week role. However, we believe in balance and find it important for our team members to have two days off in a row. All duties and responsibilities of this position are to be performed with exceptional caring and genuine guest service upholding Mountain Time Vacation Rentals standards and culture at all times.RequirementsESSENTIAL JOB DUTIES AND FUNCTIONS - These duties can be performed with or without reasonable accommodation. Confirm reservations booked online with guests by phone in order to ensure understanding and adherence to all rental policies and guest satisfaction with their vacation experience Assist guests with their current reservations Assist owners with general questions and processes Ability to follow established procedures, while problem-solving where procedures do not yet exist Work in a weekend/weekday rotation as "on-call" for the guest services department Receive and respond to inquiries from potential guests via phone, email, and webchat. Have the ability to define in detail the needs of prospective guests, guide them to suitable options, and to accurately describe verbally and in writing the vacation rental properties, our reservation policies, and procedures Strong ability to multi-task and attention to detail as our specialists operate in a technology-driven environment. You will be expected to master multiple software environments in order to successfully perform the duties of this position Ability to assist with overflow call volume on guest in-house matters, including cancellations and escalated guest issues Assist with follow-up payment processing on guests' reservations, as well as processing payments over the phone Develop a comprehensive knowledge of our destination, vacation rentals, and policies and procedures so that you can answer guest inquiries (via phone, email, or in-person) in a timely, professional, and accurate manner Provide destination recommendations with general knowledge of Fort Collins, Loveland, and Greeley, including restaurants, attractions, and entertainment Fully comprehend and have the ability to successfully execute all relevant technologies, policies, and systems utilized by the front desk, guest services, and reservations teams Communicate in a timely manner with appropriate staff when you identify an opportunity to create efficiency or improve service Process daily reservations reports and review terms and conditions Cross-train, as needed, within the company in order to facilitate expanding skills and knowledge base Establish and maintain effective communications and teamwork with other employees and departments Be attentive, friendly, helpful, and courteous to all guests, owners, vendors, managers, and all other employees Effective time management skills are vital in order to successfully manage daily correspondence volume and assigned tasks Accuracy and attention to detail in all processes and communication including rate quotes, discounting, documentation Provide administrative support, as needed, in order to facilitate meeting departmental goals and project completion Demonstrate a high degree of integrity and confidentiality Provide professional customer service at the highest levels with a desire to succeed Possess a positive and upbeat attitude at all times Exceptional verbal and written communication skills with flawless spelling and grammar Answer telephone, emails and web chats in a clear and professional manner COMPETENCIES Organizing Skills Mathematical Skills Provide professional customer service at the highest levels with a desire to succeed Possess a positive and upbeat attitude at all times Exceptional verbal and written communication skills with flawless spelling and grammar Answer telephone, emails and web chats in a clear and professional manner Customer Focus Conflict resolution skills Team Player Detail Orientation/Accuracy Problem Solving/Reasoning Ability/Technical Capacity QUALIFICATIONS Exceptional written and verbal communication skills, excellent telephone etiquette, and the ability to get along with a diverse population are critical qualifications. Ability to effectively present information and respond to questions. Ability to work nights, weekends, holidays, and overtime as needed is a requirement. Highly proficient in the utilization of Microsoft Office. Strong computer skills, detail-oriented, proven analytical skills, and ability to respond to issues in a timely manner while working in a fast-paced environment Must have reliable transportation to and from work Demonstrates a high level of independence, initiative, and resourcefulness while managing priorities in a flexible team environment A passion for customer experience. Ability to answer a customer's questions and successfully resolve issues and/or negotiate matters related to the customer's account. Maintain clear and concise documentation and a positive approach to conflict resolution Demonstrate a high degree of integrity and confidentiality Possess a positive and upbeat attitude at all times Exceptional verbal and written communication skills void of spelling and grammar errors Answer telephone, emails and web chats in a clear and professional manner High School Diploma/G.E.D. required. Preferred Associates degree, equivalent from two-year college or equivalent experience in reservation sales or hospitality industry. Able to handle the stress of high customer demand in a hospitality environment. WORKING CONDITIONS AND ENVIRONMENT / PHYSICAL DEMANDS While performing the duties of this job, the employee is frequently required to stand, walk, sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. BenefitsBENEFITS AND COMPENSATION $15.00-$18.00 an hour based on experience PTO - 2 Weeks Paid Leave Opportunity for Semi Annual Bonus

Keywords: Mountain Time Vacation Rentals LLC, Fort Collins , Vacation Rental Reservation Agent, Other , Fort Collins, Colorado

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