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Home-Based Guest Experience Specialist

3 weeks ago

Remote Philippines DCX Full time

It's fun to work in a company where people truly BELIEVE in what they're doing

We're committed to bringing passion and customer focus to the business.

Number of Openings: 1

Are you passionate about hospitality and creating memorable experiences for guests? We are looking for a Home-Based Guest Experience Specialist to join a growing U.S.-based professional vacation rental company. In this role, you'll be the friendly and reliable voice behind the guest communication line, handling calls, responding to voicemails, and managing guest messaging to ensure a seamless and exceptional stay experience.

REQUIRED CORE COMPETENCIES

  • Communication Excellence: Clear, warm, and professional in all verbal and written communication with guests.

  • Responsiveness: Quick to acknowledge and respond to guest messages and voicemails with accuracy and empathy.

  • Problem-Solving: Calm under pressure and capable of resolving guest issues or concerns effectively and efficiently.

  • Adaptability: Flexible and open to taking on new tasks, special projects, or guest-related assignments when needed.

  • Attention to Detail: Maintains accuracy when recording guest notes and ensuring follow-ups are completed.

  • Guest-Centered Mindset: Prioritizes guest satisfaction and delivers a hospitality-first experience every time.

WHAT YOU WILL DO

1. Manage E-Leads:

  • Respond to and manage inquiries from multiple platforms, including our website, Airbnb, VRBO, , and others.

  • Ensure timely and accurate follow-up with potential guests.

2. Support Internal Teams:

  • Assist internal guest relations teams with tasks such as moving or canceling reservations as needed.

  • Provide support for listing creation and optimization to enhance online visibility and attractiveness.

3. Overflow Call Support:

  • Serve as overflow support for answering calls related to reservations, guest relations, and possibly owner inquiries when other teams are occupied.

  • Maintain high standards of customer service during peak times.

4. Guest Statement Assistance:

  • Address and resolve guest statement questions and concerns.

5. Refund and Comp Stay Management:

  • Issue refunds as necessary and manage complimentary stays for guests.

6. Review Response and Collection:

  • Assist with responding to reviews and collecting feedback across various platforms, including our website, Airbnb, VRBO, and others.

7. End-of-Month Processes:

  • Assist with end-of-month processes as needed to ensure smooth operations and reporting.

8. Payment Tracking and Management:

  • Track, collect, and manage payments for Scenic Stays reservations. This function involves standard payments for upcoming stays and is not accounting-intensive.

WHAT WE LOOK FOR

  • Education: High school diploma or equivalent; a bachelor's degree is a plus.

  • Experience: At least 2 years of experience in a hospitality, call center, or customer-facing role. Previous experience in vacation rentals, hotels, or guest services is a strong advantage. Property management experience is considered a strong plus.

  • Communication Skills: Must be fluent in English with excellent spoken and written communication.

  • Technical Skills: Familiarity with online booking platforms such as Airbnb, VRBO, and is a plus.

  • Mindset: Dependable, empathetic, and motivated to contribute to a positive guest experience.

WHAT WE OFFER

  • Salary Range: Php 50,000 - Php 55,000

  • Industry: Vacation Rental Industry

  • Job Type: Full-time

  • Work Shift: 8 AM- 5 PM CST, open to working on weekends

BENEFITS OF WORKING WITH US

  • Industry-leading salary packages 

  • Permanent work-from-home setup 

  • Company equipment provided 

  • Internet stipends upon regularization 

  • HMO Coverage 

  • PTO credits and service incentive leaves 

  • Major spring and winter company live events 

  • Monthly employee appreciation virtual events 

  • Company-provided career skills training courses 

  • A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. 

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members. 

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us