Reservations & Guest Experience Agent
Welcome to Guild Travel…
The Guild offers the comfort and convenience of a high-end apartment with the personalized service of a boutique hotel. Located in the heart of the city, shopping, dining and entertainment are all just a short walk away. Think apartment homes, complete with luxury linens, locally-inspired interiors and fully equipped kitchens, and supported by a team of dedicated professionals just a text or call away. We want our guests to feel so comfortable they won’t want to leave, whether they are staying a few days, a few months, or a few years.
The Guild Co Founders come from Real Estate technology and boutique hotel development backgrounds: we are as focused on creating a better experience for employees as we are for guests. We believe in offering competitive pay, incredible benefits (we cover 99% of Individual Premiums on Health Insurance), equity ownership, and growth opportunities for every member of our team.
Since launching in 2016, we’ve raised over $40 million from Venture Capital investors that are dedicated to helping us build a global brand. We’ve delighted over 100,000 happy guests and are looking for team members that can help us improve the lives of our guests, team, and partners through strong values, heartfelt service, and a commitment to excellence!
The role
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.
This position is a full-time, hourly remote role.
What you’ll bring
Strong verbal communication skills with the ability to engage with guests over the phone, and via text message, to ensure their needs are being met and questions are answered.
Desire to learn about our markets, our buildings, and the local surrounding areas to ensure guests are offered the best pricing, availability, and suggestions for their upcoming stay.
Able to self manage and thrive in a fast-paced, ever changing environment.
Passionate about sales and customer service and ownership of the guest experience and issue resolution.
Superb time management, organization, and prioritization skills when multitasking.
Problem solver by nature, roll with the punches and embrace the ever-changing nature of this sweet startup.
Positive, engaging attitude and demeanor. You look at issues as a fun challenge to solve.
Drive to help guests, always keeping their best interest in mind.
Tech savvy with the ability to navigate multiple tools to complete a guest reservation and/or research information to quickly assist customers in a tech-driven environment.
Understand that our guests are the most important part of our business, and each interaction you provide has a direct impact on our overall revenue and success.
You are the “face” and “voice” of our brand, helping customers understand our value and encouraging them to book with us.
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
Bonus points
1-2 years service, reservation, or sales experience in a service-oriented, Contact Center, or hotel environment
Flexible to work scheduling between 7:00am to 12:00am (midnight) including weekends and holidays, with the possibility to flex up or down hours and OT based around compression events and holidays
Perks & Benefits
Competitive cash compensation
Monthly cell phone credit
Generous insurance coverage (medical, dental, vision)
Paid time off, up to 15 days per year
Discounted stays at our well-appointed suites
Full Time Remote/Work from anywhere (within the US)