Guest Experience Representative
About the company
ResortPass is completely redefining what it means to be a guest at a hotel. By offering day access to luxury hotel experiences, including breathtaking pools, private beaches, deluxe spas, and much more, ResortPass allows people to escape – without ever leaving town. If you’re moved to contribute to our mission, we’d love your help.
Our growing team of innovative tech and hospitality experts has partnered with more than 900 leading hotels and resorts including Ritz-Carlton, Four Seasons, Westin, and Fairmont. We’ve connected over 1.6 million people with relaxation and luxury in their own neighborhoods, making rest more mindful, togetherness more meaningful, and escape more accessible. Fresh off a Series B $30M raise, co-led by Declaration Partners and 14W with additional investment from previous investor Charles River Ventures, and new investors Endeavor, Jessica Alba, Adam Grant and many others, ResortPass is just at the beginning of creating an entirely new category of hospitality.
About the role
We are currently hiring for 6 new members on our Guest Experience team! You will be the face and voice of ResortPass and will become the subject matter expert across our product offerings to support and advise users before, during, and after the booking process. Guest Experience Representatives are responsible for providing best-in-class support for our users and hotel partners through a variety of channels.
This is a wonderful opportunity for someone looking for seasonal remote work. The schedule does require weekend availability.
Compensation for this May-September contract position will be $25 per hour. Shifts occur Friday-Tuesday in various blocks of time from 8am-8pm Eastern time.
What you’ll do
- Manage a high volume of customer support requests via email and live chat
- Respond to tickets in a timely fashion and manage tasks efficiently by priority-level
- Communicate with guests in a manner that is friendly, professional, and empathetic
- Work directly with our hotel partners via email and phone regarding cancellation requests and guest-related issues
- Partner with other departments to proactively resolve guest requests
Requirements
Who you are
We encourage candidates to apply even if they don’t have 100% of the below qualifications. We believe in a holistic approach when evaluating talent for our team and post new roles often, so even if this role isn’t quite right, we want to meet you!
- Customer obsessed. You have at least 1 year of experience in a customer-facing role and are driven to find the best solutions and build great relationships with customers.
- An organized multitasker. You have experience efficiently managing multiple online platforms and juggling different tasks in a fast-paced environment while staying detail-oriented.
- An empathetic partner. You’re able to adapt and respond to different personalities and corresponding requests with a friendly, positive, and patient personality
- Communicative. You’re clear and concise in your written and verbal communications
- A problem solver. You’re excited by a complex problem and take pride in finding unique and timely solutions.
- A good human being. While building a startup is hard, being a good human being is not. We are creating a culture of people you want to work with. We create incredible experiences for our guests, and want to do the same for our employees.
- Bonus points if you’re bilingual across Spanish and English (helpful, but not required)
This contract position requires use of personal equipment including a computer and internet connection.