Guest Services and Operations Assistant

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

📋 Description

• Oversee communication with guests regarding active reservations and respond swiftly to inquiries, requests, and concerns.

• Deliver clear, warm, and reassuring communication, particularly during delays or service interruptions.

• Facilitate guest check-ins and check-outs, including managing early/late requests within established guidelines.

• Assist guests with access difficulties, navigation, gate entry, parking, and property-related inquiries.

• Ensure all guests receive thorough and accurate pre-arrival information (instructions, codes, directions, parking, etc.).

• Supervise same-day turnovers and use sound judgment to identify and address potential delays.

• Communicate realistic check-in timelines to guests when necessary to set appropriate expectations.

• Collaborate closely with housekeeping to guarantee that turnovers are completed on schedule and to standard.

• Ensure all housekeeping and maintenance tasks are tracked, confirmed, and completed, going beyond mere assignment.

• Report special cleaning needs, damage incidents, missing items, and maintenance concerns.

• Ensure all issues are acknowledged, timelines confirmed, and updates monitored until resolution.

• Log and document all maintenance issues, guest complaints, and operational challenges requiring follow-up.

• Provide timely updates and reassurance to guests during delays related to cleaning or repairs.

• Review overnight messages, new bookings, reservation modifications, and guest inquiries.

• Maintain a strong awareness of property status, including arrivals, departures, and ongoing issues.

• Develop familiarity with property-specific information, such as access procedures, parking, and unique property requirements.

• Utilize property management systems (e.g., Hostaway) to oversee reservations, guest communication, and operational workflows.

• Quickly adapt to internal tools and communication platforms (e.g., Slack or similar systems) to ensure seamless team coordination.

• Support phone-based guest communication where calls may be routed during active shifts.

• Work independently and use sound judgment to resolve issues.

• Escalate only critical issues, such as safety concerns, access failures without alternatives, major system malfunctions, or risks of guest escalation.

⛳️ Requirements

• Excellent written and verbal communication skills in English.

• Background in customer service, hospitality, property management, virtual assistance, or operations coordination.

• Ability to communicate warmly, professionally, and calmly under pressure.

• Strong attention to detail with outstanding task tracking and follow-through abilities.

• Proven capability to manage multiple priorities in fast-paced settings.

• Strong problem-solving skills with a focus on finding solutions.

• Ability to work independently and make decisions within established guidelines.

• Willingness to work a split shift schedule aligned with Hawaii time.

• Comfortable providing real-time guest support and operational coordination.

• Tech-savvy and capable of quickly learning new systems and tools.

🏝️ Benefits

• Flexibility for remote work.