[Hiring] Concierge Coordinator @AvantStay

Role Description

This role involves enhancing the guest experience through personalized service and support.

• Sell Concierge services to guests with a focus on quarterly team revenue goals.
• Create itineraries and experiences that enhance the guest's stay.
• Create proposals & itineraries to bring our offer to life for guests.
• Interact with guests via phone, SMS, and email to ensure customer satisfaction.
• Respond promptly, personally, and professionally to guest inquiries to open the conversation and ensure they feel welcome.
• Convert new requests into confirmed services and effectively manage lead opportunities and outreach efforts.
• Support field operation teams and guest experience coordinators in maintaining a consistent guest experience with high-level service and consistency.
• Assist and develop programming with Concierge Manager & Concierge Supervisors, as needed.
• Keep relevant systems updated with customer information and confirmation details.
• Provide knowledgeable and correct information on AvantStay properties and policies.
• Understand who our guests are, what brought them to AvantStay, and offer personalized recommendations for upgrades & experiences such as private chefs, in-home massages, white glove grocery delivery, private transportation, and more.
• Attend bi-weekly meetings, provide organized updates & come prepared with discussion topics for the team.
• Maintain knowledge on Concierge Upgrades and services on a market-to-market basis, understanding seasonality, travel trends, local festivals, and other relevant information to best serve the interests of our guests.
• Engage the guests, be sincere and genuine, anticipate and exceed guests’ expectations, and own the experience from start to finish.
• Ensure consistent, professional, and timely communication.

Qualifications

• Fluent English speaker
• 2-3 + years VIP Customer Service and/or Concierge experience required
• Background in the Luxury Travel industry strongly preferred
• Background in Sales and/or a Call Center environment preferred
• Positive, enthusiastic, and passionate about the travel & hospitality industry
• Ability to understand and convey issues and technical concepts
• Strong sense of team mentality and reliability, a self-starter
• Capable of quickly learning new software systems & keeping up with changing updates to our technology and processes
• Strong written and verbal communication skills and excellent attention to detail
• Ability to handle + manage your own workload, stay on top of sales leads, follow up with potential sales, and keep track of your ongoing clients needs
• Must be able to work weekends (Saturday or Sunday shifts required)
• US Work hours: 10am to 6pm PST

Benefits

• Salary: $16 - $19 USD per hour DOE
• Locations: Remote, outside the US