I love the word liaison. It sounds fancy—like me.
Reservation & Guest Experience Agent
Full-Time: From $15/hour
Full Job Description:
Our goal...to craft incredible experiences for people that love to explore while enjoying the comforts of home.
The Guild offers the comfort and convenience of a high-end apartment with the personalized service of a boutique hotel. We believe traveling in comfort is more than someone making your bed while you’re out or delivering room service while you’re in. It’s feeling at ease. Relaxed.
The Guest Experience Central Team is a high volume inbound contact center environment going above and beyond to provide Guild guests with a step-above world class experience. A successful agent must display both strong communication skills with computer literacy and exceptional guest service abilities to assist the guest beyond the transactional experience to a transformational guest experience. Our agents are empowered to own the guest relationship to maintain industry leading NPS of 80+. You will be responsible for (mostly) inbound contacts via text, phone, email, etc, and possess the ability to work through multiple systems to assist guests quickly, and with quality.
What you’ll do:
Handle inbound guest contacts across multiple channels and tools (phone, email, sms, chat), primarily responsible for making reservations and answering guest questions.
Effectively communicate with guests to exceed their expectations with your guidance, knowledge, patience, and issue resolution
Assist guests at each step of the customer journey to ensure a streamlined, positive experience resulting in promoters and repeat bookings
Treat our guests as friends first to make every stay perfect and offer up your city knowledge at every opportunity (suggest authentic city favorites, foods, and hot spots)
Identify and take action on/make suggestions for guests based on your research into their reservation or inquiries
Suzi’s Cover Letter:
Dear Secret Agents,
This job is my heart: quality customer experiences! Like, I totally do that now. I mean, I don’t schedule cool vacays anywhere for people, but I do create a getaway, fantasy world for them. It will be nice to travel outside the mind for once. And who doesn’t love a vacation?
I’m all about making sure the customer is happy from start to finish. I never leave my phone clients hanging. I want to know that I’ve fulfilled their desires and that there is always a happy ending? Isn’t that what it’s all about? The cherry on top?
Plus, being a comfort woman is kinda in my blood. There was that thing in history where the Japanese made other Asian women sex workers for their men. But this is obvs more positive because I’m choosing to do it.
Here to Please,
I'm just your average girl who wants a kick-ass life and... love! If I could be a superhero, that would be AWESOME! I'm currently a "phone actress" looking for a really cool career. Don't get me wrong-- I love giving a hand to dudes who need someone to chat with. Everybody needs somebody! But, my parents keep telling me I need a respectable job. Sigh.