Customer Service Agent (Hospitality)
Villatel
Kissimmee, FL US
Posted ago
Villatel

Why work at Villatel? We love, love, love vacations. For ourselves, sure (don’t get too excited). But more importantly, for the tens of thousands of guests that visit us each year looking to have the most incredible experiences of their lives. Our mission? Exceed their expectations _every single time_—by offering vacation rentals and a level of service that is consistently luxurious, dependable, and financially attainable.

As the first-ever “flag” hospitality brand in the vacation rental sector, we simultaneously design, maintain, and service every home we put on the market. So, unlike the average vacation rental platform, we don’t just hope our homes and guest experiences are up to snuff. We actively make them as incredible as we can by owning every step of the process.

As a Guest Services Agent, you will be responsible for delivering a first-class experience to all our guests. We're looking for a hard-working, energetic employee who is passionate about hospitality and genuinely cares about our guests.

We want you to lead the mission of creating a new standard for vacation rentals. Yes, you will be the biggest brand ambassador as your main priority is to ensure our guests are having the best vacation possible. This includes concierge-like services by adding services and experiences but also working with our operations team to quickly remediate any issues that might arise.

Responsibilities

  • Answer guest phone calls and respond to messages promptly with the goal of creating a welcoming relationship with the guest
  • Owning all guest issues and making sure there is a two-way communication line when assisting with guest issues
  • Working with the operations team and vendors to ensure we deliver the best guest experience
  • Work within a Property Management System (Track & Streamline), to modify existing bookings
  • Work within the operations tool (Breezeway) to create tasks and follow up on them
  • Service existing bookings by adding experiences and services to enhance the guest experience
  • Create partnerships and provide a concierge service to all our guest
  • Work with external/internal team members (operations, maintenance, housekeeping) to satisfy guest needs

Qualifications

  • 2 years of customer service experience in travel or hospitality required, preferably vacation homes
  • Effective communication skills in spoken and written formats with both internal and external customers. Attention to detail
  • Understanding property management systems (Track and Streamline a plus!)
  • Demonstrated ability to utilize internal computer software, web-based resources, and Microsoft Office programs. Ability to learn and utilize multiple systems in the completion of job functions
  • Ability to work in a fast-paced, metric-driven environment
  • Decision-making skills in situations where variables exist. Ability to assess situations and make mutually beneficial decisions within established guidelines

Compensation
$18 - $20 hourly
About Villatel

Why work at Villatel? We love, love, love vacations. For ourselves, sure (don’t get too excited). But more importantly, for the tens of thousands of guests that visit us each year looking to have the most incredible experiences of their lives. Our mission? Exceed their expectations every single time—by offering vacation rentals and a level of service that is consistently luxurious, reliable, and financially attainable.

As the first-ever “flag” hospitality brand in the vacation rental sector, we simultaneously design, maintain, and service every home we put on the market. So, unlike the average vacation rental platform, we don’t just hope our homes and guest experiences are up to snuff. We actively make them as incredible as we can—by owning every step of the process.

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