Guest Communications Specialist

• Job Summary:

The Communications Team is the vital first point of contact for all guests and inquiries at The Nest by the Sea. Members of this team are responsible for delivering exceptional, genuine, and welcoming communication that makes every guest feel like they are entering our home. Team members will manage all pre-booking, in-stay, and post-stay communications across various channels, clearly imparting information on pricing and policies while fostering a respectful and hospitable brand image.

Duties and Responsibilities:

I. Guest Inquiry & Pre-Booking Management:

• Respond promptly and courteously to all guest inquiries received via Lodgify (which consolidates direct bookings, , and Airbnb messages), Facebook Messenger, Instagram Direct Messages, Tiktok Messaging, and WhatsApp.
• Provide detailed and accurate information regarding property availability, pricing, amenities, and policies.
• Effortlessly guide potential guests through the booking process, addressing questions and concerns to convert inquiries into confirmed reservations.
• Proactively anticipate guest needs and offer helpful suggestions to enhance their potential stay.

II. Guest Relations & In-Stay Support:

• Handle guest communications related to pre-arrival instructions, check-in procedures, and any special requests.
• Serve as a primary point of contact for in-stay guest needs, addressing questions or concerns promptly and empathetically.
• Liaise with Property Managers and on-site teams to resolve guest issues efficiently and ensure a seamless guest experience.
• Manage post-stay communication, including thank-you messages and review requests.

III. Communication Standards & Brand Voice:

• Genuine Welcome: Ensure every communication conveys a sincere and warm welcome, making guests feel like they are visiting a beloved home rather than just a rental.
• Clarity & Professionalism: Impart pricing, house rules, and cancellation policies in a clear, concise, and polite manner that is easy for guests to understand and does not deter them.
• Language Proficiency: Prioritize communicating with guests in their native language (English, Tagalog, or Bisaya) when team members possess sufficient proficiency to do so clearly and effectively.
• Formal & Proper Language: Maintain a high standard of written communication, using proper grammar, punctuation, and complete sentences. Slang should be strictly avoided as a norm to uphold our respectable business image. Any rare exceptions must be justified by specific context and approved by a supervisor.
• Positive & Respectful Tone: Maintain a consistently positive, helpful, and respectful tone in all interactions, even when handling challenging situations.

IV. Platform Management & Efficiency:

• Utilize Lodgify's unified inbox effectively to manage communications from all integrated booking channels (Direct, , Airbnb).
• Monitor and manage incoming messages on Facebook Messenger, Instagram Direct Messages, and WhatsApp diligently.
• Maintain organized records of guest interactions and common inquiries to improve response efficiency.
• Adhere to established response time targets for all communication channels.

V. Problem Resolution & Escalation:

• Act as the first line of support for guest issues or complaints, attempting to resolve them amicably and efficiently.
• Identify complex issues that require escalation to Property Managers or senior management, providing clear summaries and relevant context.

VI. Coordination & Feedback:

• Collaborate closely with the Reservations, Housekeeping, and Property Management teams to ensure seamless guest transitions and operational coordination.
• Provide regular feedback to management on common guest inquiries, pain points, and suggestions for improving the guest experience or internal processes.

Qualifications:

• Proven experience in customer service, guest relations, or communications, preferably in the hospitality or tourism industry.
• Exceptional written and verbal communication skills in English, Tagalog, and ideally Bisaya (or other relevant local dialects).
• Demonstrated ability to maintain a professional, empathetic, and welcoming demeanor in all interactions.
• Proficiency in using online communication platforms, including CRM/PMS systems (like Lodgify), Facebook Messenger, Instagram DMs, and WhatsApp.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• High level of integrity and commitment to service excellence.

Job Types: Full-time, Permanent

Pay: Php10, Php30,000.00 per month

Benefits:

• Flexible schedule
• Paid training
• Work from home

Application Question(s):

• Do you care for pets such as dogs, cats, etc?
• How do you handle irate guests with unreasonable requests? Please do not use AI in answering any of these questions.
• Do you use sustainable practices in your everyday life?
• What quality do you possess that makes you an excellent communicator with guests?

Education:

• Bachelor's (Required)

Experience:

• Hospitality (Guest Relations): 3 years (Required)

Language:

• English (Required)
• Tagalog (Required)

Willingness to travel:

• 50% (Preferred)

Work Location: Remote