Sales and Airbnb Representative

JOB DESCRIPTION

As the Big Bear Vacations Sales and OTA Representative, you will play a crucial role in ensuring the highest level of customer satisfaction. Your responsibilities will encompass delivering exceptional customer service, problem-solving abilities, and a passion for providing memorable guest experiences.

Key Responsibilities:

Reservation Processing & Sales:

Processing Reservations: Utilizing Streamline software, you will promptly process and source incoming owner, web, and platform reservations that enter the system.

In House Reservation Sales: Utilizing Big Bear Vacation’s guest database of over 50,000 past and previous guests you will create campaigns alongside the marketing department to proactively increase reservation sales and revenue. Working with the Sales Manager you will curate customized campaigns for outbound and inbound calls, emails, and text messages, listen and score your recorded calls for training and improvements, and create attainable goals with measurement towards your progress.

AIRBNB Online Travel Agent Sales & Processing:

Responding to Customer Inquiries: Most guests will be assisted by Guest Support once they have reserved unless there is a special request in which case it may be escalated to you to assist. Pre-approve any necessary inquiries or manually accept any last-minute bookings from the platform as needed.

Special Requests, Moves, and Alterations: Airbnb changes must be completed on the platform prior to the arrival date if possible. If an emergency move is needed, we will not be able to move the reservation or the review in Airbnb. A block or manual move needs to be completed in Streamline in this case. Any requests prior to the arrival date will be handled as an alteration request on the platform, ensuring the subtotal matches the original price or is higher to obtain any correct altered pricing. Once the guest accepts the alteration request the reservation will automatically repopulate in Streamline in the new home at the new rates from the alteration.

Airbnb Support & Resolutions: Promptly respond to any support messages or escalations on the Airbnb platform. This must be checked daily if not twice a day to ensure we are not missing any time sensitive requests. The Resolution Center should also be checked daily for any escalation requests or declined requests that need to be escalated.

Reputation Management- Reviews-Tracking, Responding & Resolutions: Utilizing the Service Portal each review from Airbnb, VRBO, Google, and Yelp is copied to the portal and responded to. The team will then be able to ensure that a permanent solution has been made.

Special Projects: Respond to and engage in any special projects as needed.

The Sales and OTA Representative must be employed in their position as of the start of the measured period and cannot participate in any other incentive plan during the goal-measured period.

If the Sales and OTA Representative voluntarily resigns, they are not eligible to receive payments on this incentive plan. If the Sales and OTA Representative is terminated for cause, they are not eligible to receive payment.

Any compensation will be prorated for leave of absence, disability, or approved leave.

This plan is not a contractual relationship between the company and the Sales and OTA Representative. It is a statement about how the company proposes to reward the Sales and OTA Representative as they grow in their position. The company reserves the right to revise or eliminate the incentive plan or payments if needed. This plan should not be construed as creating terms or conditions of an employment contract, expressed or implied, and this plan is subject to unilateral changes by the company without notice.