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Finger Lakes Getaways is a quickly-growing hospitality business based in Penn Yan, NY that expects superior customer service for our owners, guests, vendors, neighbors, and colleagues. We are an equal opportunity employer that prides ourselves on our friendly and casual work environment where coworkers are positive, supportive and helpful.
We are seeking qualified applicants for immediate placement as a Hospitality Office Coordinator.
Successful applicants must have above average communication skills and the ability to maintain a professional but friendly demeanor. This position will be enjoyed most by those that are outgoing and social and possess a naturally even temperament with an inclination for empathy. You will be trained by industry experts to diffuse potentially difficult situations, resolve customer concerns, and create mutually acceptable solutions. If you consider creating a positive outcome to be time well spent and a happy customer a personal victory, Finger Lakes Getaways is your ideal work environment!
During the peak season months of May through September, the Coordinator will be required to be available for scheduling of approximately 40 hours per week to include Saturday and Sunday afternoons; your weekend will be two consecutive days during the week. During the off-season, a traditional Monday through Friday business hours schedule will be available if desired.
Additional requirements and responsibilities are as follows:
- Provide a welcoming office presence/phone coverage to include Saturdays and Sundays, approximately 1pm to 6pm;
- Assist arriving guests (vacation rental customers) that may contact the office with various questions i.e., locating property, lock box operation, verifying wi-fi credentials, etc.;
- Assist vacation rental property Owner Partners that may contact the office for various reasons, i.e. future reservations, guests, etc.;
- Place outbound calls to Owner Partners who are unavailable during traditional business hours for the purposes of securing needed information/property details;
- Place outbound calls to guests to expedite return of rental agreements and/or expected payments;
- Place outbound calls and/or emails to potential vacation rental customers offering assistance identifying their ideal vacation rental and to attempt to secure new reservations;
- Qualify guest requests and/or complaints to determine when situations require immediate escalation to supervisor;
- Clearly document all inbound/outbound phone calls and follow established protocols for handling of various situations;
- Monitor and respond to inbound emails and determine which require immediate attention;
- Assist with preparation for future guest arrivals;
- Assist with processing of newly booked reservations;
- Provide suggestions for improvements to existing processes and procedures based on daily experiences;
- Occasionally complete tasks or run errands outside the office as needed;
- Other various duties and tasks as required
QUALIFICATIONS:
- Ability to quickly learn the basics of proprietary software
- Above average written and verbal communication skills
- Available Saturdays and Sundays throughout the summer
- Willingness to embrace new challenges
- Ability to multi-task and manage competing priorities
- Previous experience in the vacation rental industry a plus
- Familiarity with the Central Finger Lakes region, primarily Keuka and Seneca Lakes, a plus
- Familiarity with technology, i.e. customer apps a plus
TO APPLY:
By email using subject line HOSPITALITY OFFICE COORDINATOR, please submit current resume and letter of interest including brief bio, reason for interest in the position, salary expectations and an explanation of why you are the ideal candidate to:
Kim Giardina, General Manager, at rentals@fingerlakesgetaways.com
All applications will be acknowledged as soon as possible upon receipt and applicants will be notified when the position has been filled.
