Guest Experience Specialist

7 months ago

NiagaraontheLake, Canada Niagara Holiday Rentals Full time

**Guest Experience Specialist**

**Role and Responsibilities**:
Are you a student in the fields of hospitality, customer service, or business, looking for an exciting opportunity to kickstart your career? Or possibly a Travel Agent looking for part-time work? Niagara Holiday Rentals might just be the perfect fit for you

We're a highly successful short-term rental management company, specializing in providing top-tier accommodation for guests in the picturesque Niagara-on-the-Lake old town. Our reputation for delivering exceptional service sets us apart in the industry, and we're on the lookout for enthusiastic and detail-oriented individuals to join our team as Guest Experience Specialists.

In this role, you'll dive into a dynamic blend of office-based work and fieldwork at our various properties. While some after-hours on-call work may be necessary, especially during peak tourism seasons, the chance to help people plan and experience the perfect vacation will make it all worthwhile. Your deep knowledge of Niagara-on-the-Lake and the surrounding area will be invaluable as you guide guests to the best attractions and hidden gems, ensuring they have an unforgettable stay.

As a pivotal part of our team, you'll wear many hats. Your responsibilities will range from managing reservations and addressing guest inquiries to overseeing the maintenance and readiness of our properties. Your meticulous attention to detail will ensure that every aspect of the guest experience is seamless and memorable.

At Niagara Holiday Rentals, we're proud to be an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment where all employees feel valued and empowered to succeed. Join us in shaping unforgettable experiences for our guests while building a rewarding career in the hospitality industry.

**Duties include**:
1. Manage reservation processes, including maintaining calendars, handling booking inquiries, and processing payments.

2. Provide superior customer service by promptly and professionally addressing guest inquiries and requests.

3. Coordinate guest check-in/check-out procedures and manage any necessary follow-ups.

4. Daily pickups and drop off in town using company vehicle.

5. Conduct property inspections before and after guest stays to ensure all amenities are in order and the property is ready for the next guest.

6. Resolve any issues that might impact the guest experience, escalating major concerns to the management team as necessary.

7. Assist in the office's administrative duties, such as ordering supplies, maintaining office equipment, and managing correspondence.

8. Maintain accurate records of guest communications, property maintenance, financial transactions, and other relevant documentation.

9. Gather and share guest feedback, contribute to social media content, and help in other promotional initiatives.

**Qualifications and Education Requirements**:
Currently in school studying hospitality, customer service, or business-related fields. OR equivalent work experience.

Must be available weekends and holidays. Weekdays as needed.

Possess a professional and service-oriented mindset.

Capable of working autonomously while consistently delivering high productivity and maintaining a standard of exceptional work quality.

Ability to work under pressure while maintaining professionalism.

Demonstrates exceptional attention to detail along with strong written communication, interpersonal, and organizational skills.

Exhibits exceptional problem-solving skills with a demonstrated history of effective decision-making.

Possesses excellent written communication, interpersonal, and organizational skills.

Demonstrates proficiency in utilizing personal computers and a diverse range of software packages.

Willingness to learn.

Experienced with social media channels for marketing.

Proficient in using short-term rental platforms (Airbnb, VRBO, etc.) and reservation software.

Reliable transportation.

A valid driver's license and clean driving record, use of the company vehicles will be required.

Take and pass the TICO Travel Agent/Manager exam (mandatory, exam fees paid by Niagara Holiday Rentals).

**Preferred Skills**:
Airbnb/VRBO experience

TICO registered travel agent

Prefer applicant to live in Niagara-on-the-Lake for on-call duties

**Job Types**: Part-time, Seasonal

Pay: $22.00 per hour

**Benefits**:

- On-site parking

Flexible Language Requirement:

- French not required

Schedule:

- Every Weekend
- Holidays
- On call

Ability to commute/relocate:

- Niagara-on-the-Lake, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Must be available to work every weekend from the middle of May until Labour Day.

**Experience**:

- Customer service: 2 years (preferred)

Work Location: In person

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