Guest Operations Specialist

10 hours ago

Philippines Extenteam Full time ₱250,000 - ₱500,000 per year

We're looking for a Guest Operations Specialist for a Property management company client of ours. You'll be responsible for managing guest communications from pre-arrival through post-departure, ensuring five-star service delivery and maintaining operational excellence behind the scenes. This role is key to guest satisfaction, retention, and positive review generation.

Key Responsibilities:

Guest Services & Communication: (Primary Focus)

  • Serve as the primary point of contact for guests across phone, email, OTA channels (Airbnb, VRBO), and messaging platforms
  • Manage all communications across the entire guest journey: pre-arrival, in-stay, and post-departure
  • Resolve complaints quickly and empathetically, protecting both guest satisfaction and company interests
  • Proactively handle booking changes, cancellations, and special requests
  • Monitor and respond to guest feedback, driving internal improvements in service delivery
  • Ensure experiences that lead to positive reviews and repeat bookings

Reservation & Revenue Management:

  • Own the full reservation process: confirmations, modifications, cancellations
  • Convert inquiries into bookings by following up on leads
  • Match guests with ideal properties based on preferences and availability
  • Coordinate early check-ins/late check-outs with housekeeping and field teams

Back Office & Operational Support:

  • Collaborate with cleaning crews, maintenance teams, and vendors to resolve guest issues
  • Share guest communication with relevant departments for resolution
  • Maintain accurate records of correspondence, bookings, and guest profiles
  • Support basic admin functions: data entry, guest databases, vendor contact updates
  • Ordering of supplies/consumables for Chicago units

Mandatory Reporting Requirements:

  • You will be responsible for compiling and reporting on the following, on a weekly and monthly basis:
  • Number of guest complaints handled
  • Summary of complaints categorized into standardized buckets (e.g., cleanliness, check-in issues, noise, etc.)
  • Financial impact and resolution summary (refunds, discounts, credits issued)

Required Qualifications: Core Skills & Experience

  • Native-level written and verbal English (5/5 on internal assessments)
  • 2 years in short-term rental guest services, reservations, or front office/hospitality roles
  • High attention to detail and multitasking in fast-paced environments
  • Self-motivated and comfortable working remotely with minimal supervision
  • Strong problem-solving skills and customer-first mindset

Technical Proficiency:

  • Experience with PMS platforms (Guesty preferred, Track, or similar)
  • Skilled with booking platforms like Airbnb, VRBO,
  • Proficiency in Microsoft Excel and Google Workspace tools
  • Ability to quickly learn and adapt to new tools and workflows

Preferred Qualifications:

  • Direct experience using Guesty PMS
  • Familiarity with vacation rental operations (short-term rentals)
  • Exposure to basic financial tasks (e.g., issuing refunds, invoice tracking)
  • Social media content creation skills for promotional guest messaging

Availability & Flexibility:

  • Must be available for shifts that support guests across multiple time zones (including evenings/weekends/holidays as needed)
  • Occasional emergency response outside core working hours may be required

  • Guest Support

    3 weeks ago

    , , Philippines RivetStays Full time

    Overview RivetStays is a fast-growing property management company redefining short-term rentals through tech-driven hospitality and exceptional service. Role Overview We are looking for a Guest Support & Operations Analyst to handle overnight guest communications and backend operations. This role is perfect for someone who thrives in a fast-paced...

  • Guest Experience Executive

    5 days ago

    , , Philippines The Luxe Nomad Full time

    Guest Experience Executive (Japanese Speaker) Handle and manage all pre-arrival guest requests in Japanese and English via email, instant messaging apps, calls, and other platforms. Communicate fluently in Japanese and English with guests, travel agents, OTAs, and direct clients. Accurately record all booking and guest details (services, preferences, dates,...

  • Operations Assistant

    9 hours ago

    Philippines Extenteam Full time ₱600,000 - ₱1,200,000 per year

    We are looking for a Operations Assistant for a Property management company client of ours. This role is crucial in supporting the CEO and Operations Manager by taking ownership of key operational and administrative tasks, ensuring efficiency, accuracy, and ultimately, contributing to our mission of delivering unreasonable hospitality. The ideal candidate...

  • 2025-7646_Project Delivery Specialist

    2 weeks ago

    , Metro Manila, Philippines Buscojobs Full time

    Job Overview BASE OFFICE: FORD MANILA BAY Summary: The Delivery Specialist proactively deliver the Ford Guest Experience process at an exceptional level to all Guests that come into contact with the Dealership's sales department, specifically to manage the keep me informed process, preparing the guest's car for delivery, and managing the guest's big day of...

  • Hotel Reservation Specialist

    4 weeks ago

    , Pangasinan, Philippines Arbitrail MNL Inc (FKA:Vericom Inc) Full time

    Overview Are you passionate about hospitality and delivering exceptional customer experiences? Join our team! We are looking for a Hotel Reservation Specialist handling international accounts. Arbitrail MNL Inc. is a trusted BPO provider delivering efficient, client-first solutions globally. We simplify operations, improve customer experiences, and...

  • OPERATIONS SPECIALIST

    4 weeks ago

    , , Philippines FIRST WORLD TRADER PROPRIETARY LIMITED TRADING AS EASYEQUITIES (PURPLE GROUP LTD.) Full time

    DrayNow is seeking a fulltime Operations Specialist with excellent customer service skills to directly manage the real-time execution of a cutting-edge digital intermodal marketplace currently revolutionizing the freight industry. You will be providing professional customer service and ensuring the smooth completion of orders. With the help of game-changing...

  • Area Operations Manager

    2 weeks ago

    , Laguna, Philippines HRSI Human Resource Specialist Inc. Full time

    Overview Share Job Description AOM will coordinate FP, TP and TA activities and ensure execution of planned BTLs and other tasks and responsibilities of FP, TP and TA roles. The role involves monitoring and evaluating team performance, producing weekly and monthly reports, and people development and management. Responsibilities Coordinate FP, TP and TA...

  • Administrative Specialist/Assistant

    4 weeks ago

    , Palawan, Philippines Malampaya Foundation, Inc. Full time

    Administrative Specialist/Assistant Malampaya Foundation, Inc. Salary: ₱5-10K monthly On-site - Palawan Part-time Working Location: Villa Libertad, Palawan, Philippines Posted on 17 January 2025 Overview Administrative Specialist/Assistant role at Malampaya Foundation, Inc. Part-time, on-site in Palawan. Education: not required. Responsibilities Provide...

  • Chief Operating Officer

    4 weeks ago

    , Negros Oriental, Philippines Active Group Realty Development Corporation Full time

    Overview Oversee daily hotel operations to ensure exceptional guest experiences. Responsibilities Oversee daily hotel operations to ensure exceptional guest experiences. Manage staff recruitment, training, and performance evaluations. Develop budgets and monitor financial performance to achieve revenue goals. Ensure compliance with health and...

  • Support Specialist

    3 weeks ago

    , Oriental Mindoro, Philippines Buscojobs Full time

    Job Listings Summary Makati, National Capital Region – Asia Systems Group, Inc. (Multiple IT and Support roles). Posted today. IT Support / Technical Support Roles IT Support / Technical Support Responsibilities: Handle various IT tasks at the office, including software installation, deployment of laptops/desktops, networking,...