Guest Services Agent
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Location

Bonita Springs

Department

Guest Services

Business

Royal Shell Vacations

Job type

Full Time

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Guest Services Agent

Bonita Springs

In this role, you will be the front line and “face” of Royal Shell Vacations. Our guests will be wowed by your positive attitude and exceptional service during their vacation experience. You will respond to guest calls or inquiries about unit reservations, provide information, and reserve vacation properties. You will be trained and become well versed in promotions, events, pricing, and sales strategies.

Saturdays are a required working day for this position.

Local candidates only need to apply.

 

What You’ll Do

  • Greet, interact, and accommodate walk-in traffic requests promptly and with a warm welcome.
  • Provide guests with appropriate unit assignments, unit keys, directions to the units.
  • Work outside during Express Check-In and Check-Out times or when needed.
  • Assist guests with issues and complaints, with empathy and a focus on guest satisfaction. Use supervisor support when necessary.
  • Facilitate guest departure providing accurate statements when requested and ensuring guest satisfaction and assisting with collecting payments due.
  • Create weekly status reports for distribution to appropriate HOA’s.
  • Answer incoming calls and assist with reservations, confirmations, unit need requests, and questions.
  • Answer incoming calls with average speed to answer in 14 seconds.
  • Create all guest and owner arrival packets following procedures and schedule provided by Guest Service Supervisor or Guest Service Manager.
  • Assist with keeping property key inventory with assistance from Maintenance department. This includes but not limited to: putting keys away, updating key log when needed, and replacing key tags when needed.
  • Explain Royal Shell products, services and other information about the area as requested.
  • Sell, process, enter data and confirm unit reservations using selling techniques and strategies.
  • Maintain knowledge of current local events, activities, hours of operation as well as local dining options currently available.
  • Run and process arrival reports on a daily basis, make adjustments to arrival packets as needed.
  • Receive, sort and distribute all incoming mail and parcels.
  • Maintain accurate logs of mail, packages, parcels, or other items for guest delivery using operating and reservation systems.
  • Review and assist with collecting balance due for arriving guests.
  • Verify payment for stay including incidental costs by obtaining credit information.
  • Create and run batch check-out and check-in reports.
  • Follow opening/closing procedures.
  • All other duties as assigned.

 

Requirements

  • A minimum of one-year prior reservationist/front desk experience.
  • Must become proficient in all operating systems and be capable of executing the use of these systems.
  • Excellent written and oral communication skills
  • Friendly disposition
  • Computer proficiency
  • Familiar with the use of office equipment including copier, scanner, fax, and mailing equipment
  • Regular and reliable attendance and your physical presence at the worksite.

High School Diploma/GED

 

How We Care for our Employees

We provide our eligible employees with a comprehensive selection of company-paid and voluntary benefits, including:

  • A choice of HMO and PPO Health Insurance Plans
  • Dental Insurance
  • Vision Insurance
  • Life Insurance
  • Short Term Disability Insurance
  • Accident Plan
  • Hospitalization Plan
  • Critical Illness Plan
  • 401(k) Retirement Savings Plan
  • Two Weeks of Vacation (increases with seniority)
  • Five Personal Days
  • Six Paid Holidays
  • Employee Discounts

Equal Employment Opportunity

Royal Shell is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
Equal Employment Opportunity is the Law

 

E-Verify Participant

Royal Shell participates in the Electronic Employment Eligibility Verification Program.
E-Verify Poster
Right to Work Poster

 

Accommodations

If you are an individual with a disability and need assistance completing the online application, please call 239-333-1790 or send an email to resumes@royalshell.com and include Applicant Accommodation in the subject line. Please note that only individuals needing assistance should use this contact information.

Apply Now

Covid Precautions

Royal Shell takes the COVID pandemic seriously and we adhere to recommended CDC guidelines when meeting or working with others, including wearing masks and practicing social distancing during the interview process.

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