Guest Experience Specialist
About Local Vacation Rentals Since 2015, Local Vacation Rentals has invested in a local-driven approach to vacation rental management. With over 400+ properties in Breckenridge, Park City, and Lake Tahoe we are proud of our industry-leading approach to high performance property management with a local touch. We are a small startup, but growing rapidly, and looking for other talented and... motivated individuals to join us in our journey! Why Guest Experience at LocaVR Our Guest Experience team at LocalVR is growing, and our mission is to empower our guest journeys through unrivaled support while seamlessly enhancing every aspect of the travel experience. Providing expert assistance, personalized care, and innovative solutions to our guests is paramount to the continued durable growth of LocalVR! What we are looking for We are looking for an individual with a true passion for hospitality and an eagerness to support our guests. The ideal candidate will have a hospitality background and experience working directly with customers via phone, email, and chat to problem solve, de-escalate, upsell, and curate the perfect vacation rental stay. Skills youll need Driven - desire to provided best-in class guest experience by going above and beyond for our customers Empathetic to guest concerns and issues with a proactive problem-solving approach Ability to multitask and work through multiple systems while communicating with guests via phone, email, or chat Attention to detail - Intermediate level of technical understanding; experience working with a CRM a plus. The work you do can impact other internal teams at LocalVR and our owner clients - following process closely is key Previous contact center experience highly preferred You have strong oral and written communication skills, and you are comfortable and confident interacting directly with our customers - English a must, Spanish a plus! Responsibilities Manage guest inquiries, reservations, and resolutions via email, phone, text, and chat throughout each shift Lightning quick responses with a high degree of hospitality and professionalism to guest questions and concerns prior to, during, and after their stay Screen potential guests to make sure they will be adhering to house policies and meet the requirements to stay at a LocalVR property Work with other internal teams to dispatch ground services when necessary to support in-residence guest issues Concierge - communicate with guests via phone for various ancillary products we offer, including ski butlers, grocery delivery, travel insurance, etc. Navigate a robust travel tech stack, including (but not limited to) multiple booking platforms, Salesforce, Guesty, Gsuite, and Slack to name a few Work Environment Seeking support 24/7, ideally afternoon and evening hours 7 days a week (Our markets are in PST & MST time zones). This person will likely work Sun-Thurs with a mix of some earlier and later shifts. Ex - Sun-Tues would work 12pm-9pm and Wed-Thurs would work 6am-3pm (MST) Remote friendly, with office availability as needed Apply Job!