Hiring a Reservation Coordinator!
Do you want to help people reserve amazing vacations?
Do you like getting to know people and developing a relationship with them?
Do you love western North Carolina and are knowledgeable about the area?
Do you like a fast paced environment that’s always challenging you?
If this sounds like you, we've got your perfect job.
We call this role “Reservation Coordinator,” but it’s much more than just taking reservations…
At its core, this job is comprised of two parts: forming relationships with people through phone/email and having the computer skills necessary to do the ‘office work’.
Here’s how it works:
You’re the main point of contact for our guests. You’ll man the phones/emails and answer any questions that guests have about our cabins or the local area. You will give them rental quotes, recommend the best restaurants to visit, describe the floor plans of the cabins, etc. Basically provide them with any information that’s needed to help guide them into a reservation. Once they have decided on a cabin to rent, you will enter the details into our reservation software system and email them the necessary paperwork.
While answering phones/emails and taking reservations is the core of the job, you will also be juggling these other tasks:
Updating our social media sites and blog with content you have created *(More on this below)
Develop relationships not only with the guests but our homeowners and cleaning staff
Process balance payments on reservations
Updating listing content and availability calendars on third party websites that we use for advertising (VRBO.com, ResortsandLodges.com, etc)
Create mass email marketing campaigns using Robly.com. These will highlight certain cabins, any specials we are running, local events happening in the area, etc.
Pitching in with anything else that comes up on a day-to-day basis: Running errands (bank deposits, post office, fulfilling concierge services at the cabins), mailing brochures, and any other problems that may arise that you need to solve.
We maintain 3 social media platforms: Facebook, Instagram and a Blog. We don’t expect you to be a social media wiz right off the bat… but you do need to have a working knowledge of these platforms.
At the beginning of every month you will create a spreadsheet that outlines the social media posts for the next few weeks (you can go ahead and create these for 6 months or the entire year in advance if you choose). You will pick the photos to use, and will be responsible for writing all of the copy. Again, you don’t have to have a degree in English or marketing to do this but you do need some writing skills. You will also be responsible for actually ‘posting’ this content each week.
You’ve also got to have pretty expansive knowledge of the local area in order to do this. We want someone who can write about local events and activities through their own experiences. Sample posts include:
- Top 10 Best Hikes in the Great Smoky Mountain National Park
- Local Festivals
- Fish the Jackson County Fly Fishing Trail
- Winter Specials: See Which Of Our Cabins Are Currently Running Deals
We’re not picky! There are so many amazing things happening all over western North Carolina. We just need you to research them and write about them. Please don’t let this aspect of the job overwhelm you. Laura is a pro at doing our social media and she will be there to help you get started. During the busy summer months when the phones are ringing off the hook and you have 100 emails a day to answer, you’re not going to have time to post to social media. Laura will jump in and take over whenever needed. This isn’t solely on your shoulders – it’s a collaborative effort.
Now, if you can nail all aspects of this job, you're probably pretty awesome, which brings us to an important question:
Why should you work with us?
We’re a family owned and operated business. We have a small office (3 full time employees and a staff of about 25 cleaners) and this makes for a pretty laid back and easy going atmosphere. We do know that the family business dynamic isn’t for everyone but we hope that you give us a shot!
We ask that you dress in business casual attire but there’s no real dress code or uniform.
We’re here to help you be successful! If you have problems or concerns you’re always welcome to bring these to our attention. We want to create a workspace that makes you happy… we hope that you stick with us for the long term. We’re looking to hire someone that will become a part of our family, not just be an employee.
Why our mission matters
We’re extremely passionate about western North Carolina and we want to share our corner of the world with as many people as possible. Steve and Chérie (owners of SMG) are from west Asheville and Laura (daughter) was born and raised in Sylva. Our roots run deep in this area and we try to take advantage of all it has to offer.
Both Cherie and Laura have at one time been board members on the Tourism and Development Authority for Jackson County. We understand the role that tourism plays in our community… filling seats in restaurants, spending money in local shops, purchasing trips and treks with local outfitters, etc. Our towns would struggle without tourism and we’re extremely proud of what our business provides to helping the overall community.
Type of Employment
Part Time (20 – 25 Hours per week). Monday, Wednesday and Friday, 9am-4:30pm
$15 per hour
Necessary Skills & Qualifications
Here is the list of skills we believe are necessary for this job. Most importantly, we are hiring based on careful balance of relevant experience, skills, and motivation:
You Love Listening To People: You not only need to love talking to people but excel at active listening. You should be warm, skilled at phone conversation, and have the ability to make people comfortable with you. You should have a knack for asking good questions and getting to the bottom of what the client is looking for. The better job you do at helping them select a cabin the more fun they are going to have while on vacation. This produces ‘repeat guests’ who book with us year after year.
You Have Emotional & Social Intelligence: You must be able to understand and relate with people, and genuinely care about helping them. This job can be really fun if you let it! You can sometimes have a hand in every aspect of a family’s vacation… where they stay, which activities they do, which restaurants they eat at, etc. Your job in a sense is about building GENUINE relationships with people, and this requires good emotional and social intelligence. You may receive a phone call from an angry guest who has a complaint about a cabin. You cannot just brush them off. We want you to have the emotional and social intelligence to truly listen to what they are saying and figure out a solution. Or if it’s a problem too big for you to handle, you need to know when to go to either Cherie or Laura.
You Are Organized And Task Oriented: We have a sophisticated and user-friendly reservation software system that keeps track of our reservations. However, you are responsible for making sure each reservation is entered correctly… as you can imagine this will cause HUGE problems if something is put in incorrectly. You might also have twenty “to-do’s” every day, most very small and quickly done but it can still seem daunting when the notes start piling up on your desk. As long as you’re organized and task oriented you should be able to manage this.
Have More Than Basic Computer Skills
90% of your job will be on the computer. The reservation software system will take some time to learn but having a good knowledge of computers will speed up the process. You’ve got to be very proficient in Microsoft Word and Excel – two programs that you’ll use frequently. We use Microsoft Outlook to manage our emails so you need to be very familiar with this program as well.
We are willing to teach a little but expect you to be knowledgeable enough that you pick it up quickly. A basic knowledge of Adobe Photoshop is also a plus!
Think that this job sounds right for you? Take these two steps to apply:
1. Email your resume to: firstname.lastname@example.org
2. Fill Out This Form: https://goo.gl/forms/5RlU1CLyQKxDA4sE3