Job description

Job Description
Guest Services Agent (Remote)
Department: Guest Services
Reports to: Guest Service Manager

POSITION DESCRIPTION:

Two Pines Guest Service (GS) department is responsible for the care for and assistance to our in-house guests, while assisting our guests with any issues or requests that may arise during their stay. With over 125 luxury homes in Big Sky, Montana, our guests are the lifeblood of our business. Two Pines motto: “Turning Guests into Friends, and Friends into Family” is the foundation of our guest service department. The GS team also handles any guest escalations and maintains contact with guests during the escalation process.. This is a remote position requiring a home office or work space and reliable internet connection. Candidates must be able to manage stressful conversations and situations while utilizing excellent customer service, communication, and interpersonal skills.

Primary responsibilities:

• Field and handle all inbound phone calls and guest requests from incoming, confirmed and departed guests.
• Listen to guest concerns or complaints (demonstrating empathy when necessary) and try to assist them in accordance with company standard operating procedures.
• Respond to guest inquiries via Breezeway, our guest service text messaging platform.
• Create work orders and tasks for maintenance, housekeeping, and guest service runners/inspectors to complete as a result of a guest request.
• Respond to voicemails left for the guest service department.
• Perform folio audit function to ensure all departing guests are paid in full.
• Answer guests' questions about Big Sky, at times arranging services or referring to appropriate vendors.
• Maintain strong working knowledge of Big Sky and its amenities.
• Maintain strong working knowledge of Two Pines properties.
• Occasionally travel to Big Sky, Montana (min. once annually) on company sponsored site visits and on location training and team building activities.

EDUCATION/EXPERIENCE

• 2 years previous guest service experience or customer service required.
• Experience in the Vacation Rental / Short Term Rental industry preferred.
• Operational knowledge for a vacation rental company.
• Strong phone and communication skills
• Willingness to grow and learn.

Job Types: Full-time, Part-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan

Schedule:

• 10 hour shift
• 8 hour shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Experience:

• Customer or Guest Service: 2 years (Required)

Work Location: Remote

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