Our national luxury vacation rental management company has professional openings across the country. The Natural Retreats collection of brands, including 360 Blue, and Callista Vacations, serves guests in some of America’s most beautiful destinations—from Palm Springs, CA, to Florida’s Emerald Coast.
We foster a collaborative, fun work environment and offer an excellent benefits package.
Natural Retreats is seeking a Guest Experience Agent to join our hospitality team in Santa Rosa Beach, FL. In this role, you will serve as the primary connection between our guests and their overall vacation experience, delivering thoughtful, personalized service from booking through departure. You will anticipate guest needs, tailor recommendations, and adapt your communication style to connect with a wide range of guests, ensuring each interaction feels seamless and genuinely personal while supporting conversion and ancillary revenue opportunities.
Working under the direction of the Guest Experience Manager, you will handle a blend of reservations, guest services, and concierge responsibilities based on business needs and seasonality. This role requires someone who is comfortable in a dynamic environment, able to shift between functions with ease, and committed to delivering consistent, high-quality experiences through strong collaboration, attention to detail, and proactive problem-solving.
Maximize opportunities to generate incremental revenue driven by the sale of ancillary products and services in ways that enhance guest experience.
Ensure that all guests receive amazing customer service in all aspects of their stay from arrival through departure by providing enthusiastic and personalized services based on guest needs.
Serve as the liaison between the guest and the on-site team to ensure exceptional guest services.
Ensure complete guest contact, count, comprehensive reason for travel, and all other relevant information and booking requirements by destination, brand, community, or sublocation is represented accurately, robustly and timely in the system corresponding to every inquiry or guest reservation created and/or accessed.
Handle guests' communications via phone call, email, text, web chat, partner portal, and all other communication channels utilized by the company in a professional manner, adhering to department policy, property or channel requirements, and brand standards.
Chase and collect balance payments when necessary.
Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
Work towards production targets individually and as a team.
Understand and deploy knowledge of effective consultative sales tactics to ensure optimal conversion rates for a wide range of guest demographics in service of all destinations, brands, and properties within the NR portfolio.
Resolve guest complaints through timely communication and thorough, routine follow up to ensure guest satisfaction.
Record essential data and information using NR software: ensure all guest communications, resolutions, and ancillary actions are noted in the appropriate places within required systems.
Maintain proficiency in all sales funnels including but not limited to online travel agent portals, wholesale relationship dynamics, luxury segmentation requirements to ensure all reservations are booked with accuracy according to the unique standards and requirements of each platform or partner agreement.
High School Diploma or equivalent
Ability to pass pre-employment testing which may include drug testing and/or background screening
Excellent organizational and time management skills
Ability to uphold policies and procedures
Ability to prioritize and execute tasks in a fast-paced, seasonal environment
Must be computer savvy, able to learn new programs and adapt to frequent systems changes
Ability to adapt to portfolio and company growth. Must find joy in adapting to business needs and performing different duties daily, monthly, seasonally, etc.
Proactivity and flexibility
Outstanding customer service
Experience in hospitality, property management, and/or hotels
Prior call center experience
Paid time off such as PTO, sick days, and vacation days
Health, Dental, and Vision insurance
Life insurance
Retirement benefits or accounts
Healthcare spending or reimbursement accounts, such as HSAs, FSAs, and HRAs
Long term and Short term disability insurance
Wellness programs
Workplace perks such as recreation activities, food and coffee, and flexible work schedules
This hybrid position requires two days per week in our 360 Blue office in Santa Rosa Beach, FL. Natural Retreats' core business hours for the Guest Experience department are Monday through Friday, 8:00 a.m. to 9 p.m. EST and Saturday and Sunday 10:00 a.m. to 7:00 p.m.
Holidays and weekend coverage required.
Because this role is responsible for supporting all destinations, the hours of this position may need to fluctuate to accommodate support in multiple time zones (Eastern, Central, Mountain, Pacific) and daily scheduling needs will vary seasonally which may result in working some inconsistent hours.
We encourage all Team Members to take two (2) days off per week where possible. Vacation is generally taken outside of peak season.
Note: during the summer season, 360 Blue brand destinations presently operate from 8a-8p CST on Saturdays. Flexibility with your schedule is a must. Additionally, other project work or responsibilities may occasionally require work outside of this schedule.