Guest Experience

4 days ago

Paranaque City, Calabarzon, Philippines BruntWork Full time $70,000 - $120,000 per year

This is a remote position.

Job Highlights
Contract: Independent Contractor
Schedule: Monday - Friday between 9am  - 5pm (20 hours per week, 4 hours per day), UK Time

About Us
The Company offers premium short-term rental properties across the UK, providing guests with a seamless, memorable experience from booking to check-out. We pride ourselves on high-quality service, fast communication, and attention to detail — ensuring every guest feels right at home.

Role Overview
We are seeking a proactive, detail-oriented Guest Experience & Operations Coordinator to manage guest communications, support smooth check-ins, and coordinate operations between guests, cleaning, and maintenance teams. This role is vital in maintaining our high standards of hospitality, ensuring every stay is a positive one while protecting the quality of our properties.

Key Responsibilities Guest Communication
  • Respond promptly to guest inquiries and booking questions across all platforms (email, booking platforms, phone, etc.)
  • Send timely check-in instructions, property guides, and arrival reminders.
  • Handle special requests and proactively communicate updates with guests and management.
Check-In & Stay Support
  • Monitor guest arrivals to ensure smooth and timely check-ins.
  • Provide real-time assistance for property-related issues or questions during guest stays.
  • Liaise with management to resolve cleaning or maintenance issues efficiently and professionally.
Problem Resolution & Escalation
  • Address guest complaints with professionalism, empathy, and a solutions-focused approach.
  • Confirm solutions with management and offer refunds or compensation when appropriate.
  • Escalate urgent or complex cases promptly to management for resolution.
Post-Stay Follow-Up
  • Thank guests, request reviews, and encourage repeat bookings.
  • Report damages, missing items, or incidents to the operations team for follow-up.
Operational Coordination
  • Update booking calendars and property management systems (PMS).
  • Communicate with cleaning, maintenance, and service providers to uphold property standards.
  • Track and analyze guest feedback to identify trends and improve service quality.
Requirements
  • Previous experience in hospitality, property management, or guest services preferred.
  • Excellent written and verbal communication skills in English.
  • Strong problem-solving skills with a customer-first mindset.
  • Ability to work independently, manage multiple tasks, and stay calm under press
Benefits Independent Contractor Perks:
  • Permanent work from home
  • Immediate hiring
  • Steady freelance job
Please note that since this is a permanent work-from-home position and an "Independent Contractor" arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

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