GuestCare Specialist, English, Spanish

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

📋 Description

• Provide assistance to guests via phone, email, and live chat throughout their stay.

• Help with check-ins, check-outs, and general inquiries regarding bookings.

• Address guest concerns promptly while ensuring a high level of customer service.

• Collaborate with property managers, maintenance teams, and other suppliers to resolve operational challenges.

• Evaluate the urgency of each situation and prioritize tasks accordingly.

• Make outbound calls to guests, property managers, and contractors as needed.

• Maintain accurate documentation of all interactions and actions taken.

• Escalate issues when necessary while still taking ownership of the guest experience.

• Adhere to customer-specific procedures and brand standards.

• Share ideas to enhance GuestCare processes and the quality of service.

⛳️ Requirements

• Proficient in English (both spoken and written).

• Proficient in Spanish (both spoken and written).

• Knowledge of additional languages is a significant advantage.

• Minimum of 2 years’ experience in customer support, hospitality, tourism, or any customer-facing position.

• Comfortable engaging in customer conversations via phone.

• Exceptional communication and interpersonal abilities.

• A naturally empathetic and customer-oriented mindset.

• Strong skills in problem-solving and decision-making.

• Able to remain calm and confident under pressure.

• Excellent organizational skills with keen attention to detail.

• Capable of working independently in a fully remote setting.

• Willingness to work a rotating shift pattern, including evenings, weekends, and public holidays.

🏝️ Benefits

• Fully remote working environment.

• 45-hour work week on a rotating shift schedule.

• Comprehensive onboarding and continuous development opportunities.

• Chance to collaborate with leading short-term rental operators across various countries.

• A supportive and collaborative international team.

• Clear pathways for career advancement as GuestCare continues to expand.