Guest Experience Specialist

2 days ago

Philippines Extenteam Full time $20,000 - $30,000 per year

We are looking for a Guest Experience Specialist for a Property management company client of ours. You'll be at the heart of our day-to-day guest operations across all properties. You'll serve as one of the primary voices behind every message, inquiry, and interaction—ensuring each guest feels supported from start to finish. Your strong organizational skills will help maintain seamless communication, especially during high-volume periods across inboxes and phone lines. Reporting directly to our leadership team, you'll be the front line of guest relations—responding to inquiries with clarity, resolving issues with empathy, and delivering consistently professional service. From detailed booking support to real-time problem-solving, your role will be critical to creating an exceptional guest experience.

RESPONSIBILITIES:

  • Create, modify, and manage guest reservations in the Guesty platform for direct bookings
  • Familiarity / know-how with OTA booking platforms and reservations (AirBnB, , Expedia, etc)
  • Process changes to reservation dates, issue refunds, and charge credit cards as necessary
  • Clear and consistent communication with guests across various communications platforms (phone/text/email) while maintaining a professional and courteous demeanor
  • Coordinate and collaborate with other departments to resolve guest issues, no matter how complex, with clear communication to ensure smooth operations
  • Address and resolve guest issues and concerns (if you excel at problem solving, and thinking outside the box for resolutions to issues - we want to hear from you)
  • Create Breezeway tickets on behalf of guests for maintenance, housekeeping, and other requests

MUST HAVES:

  • Previous experience working in hotels, vacation rentals (short term rentals), apart-hotels or related field
  • Ability to problem solve, resolve guest issues and work independently in a remote work environment
  • Excellent written and verbal English skills (no exceptions). This position will be communication across various communication methods.
  • Strong organizational, multitasking, time and task management abilities
  • Empathy and patience, and a customer-centric mindset, especially with difficult guests
  • Strong attention to detail
  • Ability to learn many new software systems and operating procedures quickly

NICE TO HAVES:

  • Experience and comfortability with the following
  • AirBnB, , Expedia, Guesty, EnsoConnect, Slack, GoogleSuite, Notion, AirTable, Stripe

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