Guest Services Specialist

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

📋 Description

• Promptly and professionally respond to guest inquiries through email, phone, and OTA messaging.

• Provide accurate details regarding bookings, services, policies, and other inquiries.

• Efficiently handle and resolve guest complaints and issues, ensuring overall guest satisfaction.

• Assist in booking and confirming reservations, as well as supporting reservation sales.

• Manage guest reviews by addressing feedback and responding to reviews on OTAs.

• Collaborate with internal teams, Property Managers, and Property Owners to fulfill guest requests and special arrangements.

• Create, update, and maintain communication templates and FAQs for guests.

• Ensure all communications are in line with the partner's voice and guidelines.

• Participate in occasional virtual meetings and training sessions.

• Provide ongoing feedback to the team about partner issues and suggestions for process improvements.

• Act as a liaison with vendors for HVAC, plumbing, electrical services, including dispatch and invoicing.

• Perform data entry tasks such as onboarding properties into the PMS and creating AirBnB or VRBO listings.

• Execute off-season responsibilities like scheduling deep cleans, replacing lock batteries, changing smoke detector batteries, managing kitchen inventory, and documenting processes and procedures.

• Handle permitting and insurance documentation requirements from property owners.

• Manage calendar and inbox effectively.

⛳️ Requirements

• Exceptional written and verbal English skills for communication via phone, text, and email.

• Prior experience in guest services, reservations, or a related field is preferred.

• Strong organizational skills and ability to multitask effectively.

• Capacity to work independently in a remote setting.

• Keen attention to detail and dedication to delivering outstanding service.

• Ability to demonstrate empathy, patience, and a customer-focused approach.

• Possess critical thinking and problem-solving abilities.

• Quick and efficient learner when it comes to new software.

• Openness to ask questions when uncertain about tasks or processes.

🏝️ Benefits

• Competitive Salary — We provide a salary that is competitive and commensurate with the candidate’s experience, skills, and responsibilities.

• Remote Work — This position is fully remote, offering flexibility and removing the need for a daily commute.

• Paid Time Off — Standard leave entitlements (vacation, sick leave, personal leave) to promote rest and well-being.

• HMO Coverage — The company provides an HMO plan, granting access to medical services through accredited hospitals and clinics under a Health Maintenance Organization, ensuring employees receive routine checkups, consultations, and coverage for medical care.