Guest Experience Representative

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

📋 Description

• Provide personalized, high-quality assistance via email, SMS, and phone.

• Interact with guests in a natural, human manner without relying on scripts.

• Ensure a premium, concierge-level experience for guests.

• Address guest concerns with empathy, clarity, and sound judgment.

• Transform negative experiences into positive outcomes.

• Balance guest care with adherence to company guidelines and decision-making.

• Take ownership of guest issues from beginning to resolution.

• Deliver timely, accurate, and thoughtful responses across all communication channels.

• Maintain a keen attention to detail.

• Collaborate effectively with kitchen operations and internal teams.

• Facilitate smooth delivery, fulfillment, and communication with guests.

• Uphold high standards of hospitality and professionalism.

• Identify opportunities for enhancing guest experiences and improving internal processes.

• Adapt to feedback and refine communication and service methodologies.

⛳️ Requirements

• Exceptional written and spoken English with a natural, conversational tone (C1–C2 level required).

• Over 3 years of experience in customer-facing roles (hospitality, guest services, client experience, or similar).

• Significant experience in high-touch service environments such as hotels, airlines, restaurants, food delivery, concierge, luxury retail, or other guest-centric industries.

• Ability to think quickly and respond effectively in real-time situations.

• Capacity to remain calm, confident, and solution-oriented under pressure.

• Strong sense of ownership and accountability.

• Must be fully available to work U.S. Pacific hours, including weekends and extended shifts.

• Bachelor's degree preferred.

• Preferred: experience in hospitality front-office roles.

• Preferred: experience supporting U.S.-based customers or brands.

• Preferred: experience in fast-paced, high-demand environments that require real-time communication.

🏝️ Benefits

• A brand new company laptop provided upon client onboarding.

• Regular payday in USD twice a month.

• Opportunity to work remotely, indefinitely.

• Milestone gifts and birthday celebrations.

• Team offsites, meetups, virtual town halls, and international paid travel.

• A supportive networking community.

• Global networking with international teams across 12 countries.

• Access to mentorship, advocacy, and support.

• Opportunities for promotions, raises, and increases in responsibilities.

• Focus on work-life balance, well-being, and support for personal growth.