Guest Experience Executive

This is a fully remote position, open to applicants in Philippines.

📋 Description

• You will serve as the primary point of contact for our guests, assisting them before, during, and after their stay.

• Responding to incoming messages and calls, resolving issues promptly and calmly.

• Addressing complaints with confidence and empathy.

• Managing reservations and bookings to ensure everything operates smoothly.

• Providing clear information regarding properties, house rules, and procedures.

• Collecting and verifying guest identification documents and submitting necessary details to regulatory systems.

• Ensuring all pre-arrival information is finalized prior to check-in.

• Performing concierge outreach to enhance the guest experience.

• Accurately logging all interactions in our CRM system.

⛳️ Requirements

• Proficient in English, both written and spoken, at a fluent or business level.

• Strong customer service abilities and a confident phone demeanor.

• Exceptional written communication skills, maintaining clarity, professionalism, and composure under pressure.

• Comfortable multitasking across various systems and conversations.

• Proficient in using CRMs and digital tools.

• Strong problem-solving skills, particularly when assisting frustrated guests.

• Previous experience in Airbnb or the hospitality industry is advantageous, though not required.

• A quiet, dedicated workspace.

• A headset with a microphone and webcam.

• A stable high-speed internet connection with a backup, with a minimum speed of 5 Mbps.

• A laptop or desktop featuring at least a quad-core 2.5GHz CPU, 8GB RAM, and 128GB SSD.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• A supportive and collaborative team environment.

• Flexible working hours to maintain work-life balance.

• Employee discounts on services and products.