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Guest Services Representative

Vantage Resort Realty is seeking a dynamic Guest Services Representative comfortable with working in high-volume environments. This position assures the highest level of customer service, as the guests’ first point of contact.  It is responsible for ensuring the guests are given all reserved items and addressing all the clients concerns.  It coordinates front desk activities to assure that guests requests are handled in a timely manner, by ensuring requests are directed to the appropriate department.

 

Position Goals and Responsibilities:

  • This position is responsible for establishing a high standard of Customer Service for all clients, creating a perception of approachability and a welcoming environment:
    • Process guests check-ins/check-outs
    • Ensure all Guest Lodging Agreements are returned within 5 days, including contacting clients with outstanding agreements
    • Process Guest Lodging Agreements & payments
    • Run daily and weekly arrival, cleaning & linen reports
    • Provide sufficient documentation of guest interactions & transactions
    • Prepare check-in packages
    • Deliver “WOW!” to all guests,- whether its arranging for a bottle of champagne in their room or supplying a gift basket for a special anniversary, surprise the guest and make their vacation with Vantage special
    • Demonstrate and promote a strong commitment to providing the best possible experience for all guests
    • Sell the value of Vantage Resort Realty (Vantage) to all inquiries, via telephone and in-person
    • Responsible for thorough understanding and effective performance of Vantage’s Client Management Database, Barefoot
    • Respond to all guests requests and follow guest conflict resolution protocols through to assure as satisfactory outcome and compliance
    • Offer guests assistance when needed and possible

 

  • Provide a variety of administrative and miscellaneous support to the Vantage team to ensure a successful season and promote client and guest retention:
    • Maintain an organized work area, ensuring the lobby and Front Desk area are cleaned daily
    • Assist Vantage team whenever possible with guest/client concerns

 

Qualifications:

To be considered for this position all candidates must have the following:

  • High School Diploma
  • Valid Driver’s License and reliable transportation
  • Experience in Hospitality and or Customer Service, preferred
  • Must be proficient in Microsoft Suite, additional computer skills a plus
  • Weekend availability

 

Applicant MUST have the following skills:

  • Strong listening, oral, and written communication skills
  • Analytical thinking and problem solving
  • Ability to develop professional relationships with clients, establishing trust
  • Acute sense of urgency, with strong time management skill
  • Ability to prioritize and multi-task

 

Company Overview

Vantage Resort Realty is the fastest growing vacation rental company in Ocean City.  In just four seasons, we have become the second largest vacation rental manager in one of the most competitive vacation rental markets in the US.  In addition, we have become the leader in the luxury vacation rental market and have the best inventory in Ocean City.  We have done this by building a very innovative and unique company that doesn’t follow the established mold.  In addition, we offer our guests exclusive benefits that rival 5 Star Hotels. These benefits include Free Concierge Service, Business Center, Free Gym Membership, Complimentary USA Today and many more. 

 

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