Lodging In Telluride
Reservations & Guest Services Coordinator
Founded in 2006, Lodging In Telluride is a local short-term rental property management company, locally staffed by people who call Telluride home. We're committed to two things above all: giving guests an unforgettable luxury mountain experience, and giving owners the trusted, attentive partnership their property deserves.
Lodging In Telluride is seeking a Reservations & Guest Services Coordinator to join our team. This is a full-time position (40 hours per week) requiring organization and a service-oriented attitude. This team member will work closely with the reservations manager, operations team, and general manager to ensure smooth business operations and reservations processes for guests. The ideal candidate is a self-motivated team player who is comfortable managing multiple priorities. Reservations or customer service experience preferred. Ability to learn and navigate internet, software programs, and apps required. Availability one weekend day per week (Saturday or Sunday) is required.
Responsibilities
Guest Communications
- Answer phone calls and inquiries, field questions and escalate to other team members as needed
- Manage leads and online correspondence via multiple platforms (text, email, web dashboards)
- Monitor text communication and assist guests/owners in a timely manner
- Schedule special messaging to guests (snow shoveling, construction notices, etc.)
- Respond to guest reviews via multiple online platforms
Reservations & Payments
- Guide guests through the reservations process, process payments, and monitor communication
- Make and alter reservations accurately
- Track, manage, and process payments, contracts, and rental agreements
- Ensure all guest charges are correct and reconciled in a timely manner
- Take actions to track and achieve monthly sales goals
- Work with owners on long-term booking pricing and negotiation
- Support the reservations manager with travel agent and group reservations
Guest Experience
- Confirm mid-stay clean schedules with guests and the operations team
- Field incoming guest requests, escalate to appropriate team for execution, and follow up for guest satisfaction
- Use business savvy and creativity to anticipate and solve problems
- Help the team ensure accuracy of property listings and guest-facing communication as related to sales
Team Collaboration
- Collaborate with operations and the general manager to resolve guest complaints or questions
- Learn features of, and improve use of, the lead management and online reservation system
- Build relationships with real estate agents, vendors, and property managers
- Provide general office support as needed
- Other duties as assigned
Preferred Experience & Skills
- Experience in vacation rentals and with vacation rental software highly valued
- Sales experience helpful
- Customer service experience
- Organization & attention to detail
- Ability to work on a computer and learn software programs
Software
- Streamline, Breezeway, Airbnb, VRBO
Benefits
- Health insurance
- PTO
- 401(k)
- Ski pass
- Expected Compensation: $24–$27/hour
Job Types: Full-time, Part-time
Pay: $23.00 - $27.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Work Location: In person
