NO PHONE CALLS PLEASE*
We are hiring immediately for a candidate to fill a guest services position at our downtown Savannah office. Candidates must be customer service oriented, motivated, independent, problem solvers. We're looking for someone to join our fun and casual office culture with a love for hospitality and the city of Savannah! Lucky Savannah Vacation Rentals operates both a playful and goal oriented office environment where you will regularly interact with our guests/customers by phone, email, and face to face in a technology driven environment. Ideal candidates will live within or in close proximity to Savannah's Downtown Historic District. Candidates will be responsible for all front desk duties including but not limited to responding to guest arrivals, departures and guest services. A successful candidate will possess a positive and upbeat attitude, attention to detail, the ability to multi-task and strong critical thinking and problem solving skills.
$13-$15 Per hour based on experience and qualifications. Full time. MUST be available weekends, holidays, and evenings.
+ Greet, smile and welcome all guests and assist (both in person and “virtually”through digital communications) all LSVR guests in any way possible.
+ Be attentive, friendly, helpful and courteous to all guests, owners, vendors, managers and all other employees.
+ Assist in completing the Daily Task Checklist for Front of House operations.
+ Answer phones and distribute calls to appropriate LSVR personnel.
+ Check voicemail and respond promptly.
+ Develop a comprehensive knowledge of our vacation rentals, policies and procedures in order to answer guest inquiries (via phone, e-mail or in person) in a timely professional and accurate manner.
+ Run arrival and departure reports and ensure accuracy at all times based on last minutes, cancellations and date changes.
+ Respond to escalated guest in house issues or complaints by listening to customer needs and follow up with guest in house issues during and after issues have been resolved.
+ Work with the Operations team and Maintenance coordinators to resolve conflicts, find solutions and solve the problems.
+ Prepare all Reservation Notes for guests and confirm all special requests or needs have been addressed before arrival.
+ The ability to perform all Front Desk duties including, but not limited to: Check all guests in/out in a timely and courteous manner
+ Track status of property arrivals and departures within appropriate software, confirm accuracy after all check in/out completed.
+ Call guests who have not checked out in a timely manner in order to facilitate smooth transitions.
+ Complete morning follow up calls for all guests that arrived after-hours.
+ Upon checkout process all guest envelopes with comments to appropriate department.
+ Assist with follow- up payment processing on guest 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.
+ Confirm online guest reservations over the phone in order to ensure they are booked according to rental policies- minimum night requirements, discounting, age requirements, agent notes etc.
+ Create work orders and document guest in-house feedback in order to provide pertinent information for operations and management in the Daily Report.
+ Update "happenings" board weekly with current events and information to be referenced by Sales/Reservations team and guest interaction
+ Assist in the Lost and Found management process which includes logging items, contacting guests, and mailing found items back to guests.
+ Assist other LSVR staff with special projects, phone calls, and other duties as needed.
Key responsibilities include:
- Answer incoming calls and assist with reservations, confirmations, unit need requests, and questions. Candidates must be comfortable on the phone!
- Explain Lucky Savannah products, services, and other information about the area as requested.
- Sell, process, enter and confirm unit reservations using selling techniques and strategies.
- Verify payment for stay including incidental costs by obtaining credit information.
- Assist guests with issues and complaints with empathy and a focus on guest satisfaction.
- Accept guest call requests for maintenance then field those calls to appropriate Maintenance Technician for completion.
Successful candidates will have:
- General proficiency in computer programs; knowledge of Mac O.S. ideal.
- Polished written and verbal communication skills.
- Strong ability to multi-task and manage time effectively.
- High school diploma or general education degree (GED), and
- Two to four years of related sales experience and/or training; or
- Equivalent combination of education and experience.
- Knowledge of Savannah's Historic District, points of interest, and general way-finding preferred.
EDUCATION & EXPERIENCE
+ Minimum 2 years’ experience in the hospitality industry or relatable service environment.
+ In depth customer service and support background a plus.
+ Bachelor’s Degree or minimum of 2 years of post-secondary education preferred or equivalent experience.
+ Ability to work weekends, holidays, and overtime as needed is a requirement. Ability to work evening shifts is preferred.
+ Valid driver's license and vehicle required.
Hiring for multiple positions! Must have flexible schedule.
Job Type: Full-time
Salary: $13.00 to $15.00 /hour