Guest Experience & Reservations Manager

Looking for a knowledgeable, customer-service oriented leader to manage our Guest Experience team within our CoolVacay Department! Work Type: Full-time. Salaried. Year-round. Work Schedule: Monday-Friday. Location: Fully remote. Must be available to work in different time zones within the US. Must be available to work nights, weekends, and holidays as needed. Robust benefits package available. Position Summary: In this role the Guest Experience Specialist and Reservations Manager will work with the team to process all guest requests. Able to manage a team of people who handles large number of call intakes during peak seasons and holidays. Ensures rates match established codes, document exceptions. Verifies/adjusts billing for guests. Messaging guests answering questions, quotes, help resolve issues and minimize losses in a timely manner. Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Able to work proficiently on OTA Platforms: Airbnb, Booking.com, Expedia, SendSquared, Hospitable, VRBO; RHEA, Guesty. Demonstrates consistent attention to detail. Negotiates with online listing platforms to attain optimal resolution when disputes arise. Works with team on sales training tactics and a high level of guest satisfaction and interaction. Implementation of processes and procedures that help strategically line the team to be effective and efficient. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Assist individuals with disabilities, and thank callers with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach comm