Senior Guest Experience Associate

Job Profile: Senior Guest Experience Associate (Remote - Full Time, 40 Hours/Week, Philippines)

Company: Vacay Homes

Position: Guest Experience Associate

Location: Remote (Philippines)

About Vacay Homes: Vacay Homes is a leading vacation rental management company committed to providing exceptional and unforgettable travel experiences to guests worldwide. With a portfolio all Texas market, we are dedicated to delivering seamless stays and unlocking dynamic lifestyles for the modern traveler. Our culture is characterized by service, optimism, humility, and vision, with a strong emphasis on innovation and guest satisfaction.

Job Description: Vacay Homes is seeking a detail-oriented and customer-focused Senior Guest Experience Associate to join our remote team in the Philippines. As a Senior Guest Experience Associate, you will be responsible for providing exemplary customer service, addressing guest inquiries and concerns, and contributing to the continuous improvement of our services.

Responsibilities:

Guest Communication:

• Engage with guests via various communication channels, including phone, email, and chat, to ensure their needs are met promptly and professionally.
• Provide comprehensive information on property details, local attractions, and reservation inquiries to enhance the guest experience.

Problem Resolution:

• Proactively address and resolve guest concerns, coordinating with property management and maintenance teams as necessary.
• Employ critical thinking and decision-making skills to handle complex situations effectively.

Feedback Management:

• Collect, analyze, and act on guest feedback to enhance service delivery and guest satisfaction.
• Collaborate with other teams to implement improvements based on guest suggestions and reviews.

Pre-Arrival and Post-Stay Support:

• Assist guests with pre-arrival procedures and provide follow-up support post-stay to ensure a seamless experience.
• Uphold a positive and engaging guest relationship throughout their journey with Vacay Homes.

Team Collaboration:

• Work closely with colleagues and different departments to ensure a cohesive and exceptional guest experience.
• Contribute valuable insights and guest feedback to help improve service delivery and internal processes.

Documentation and Reporting:

• Maintain accurate records of guest interactions and resolutions in the CRM system.
• Generate comprehensive reports on guest satisfaction and trends for management review and decision-making.

Qualifications:

• Minimum of 4 years' experience in a customer service role, preferably within the hospitality or short-term rental industry.
• Proficiency in using various technology tools such as Microsoft Excel, WhatsApp, Slack, and the Microsoft Office suite.
• Strong multitasking abilities and the capacity to handle a high volume of guest interactions effectively.
• Demonstrated ability to work independently and efficiently in a remote setting, with a proactive and self-motivated approach.
• Excellent verbal and written communication skills in English, with a strong phone presence and responsiveness to emails and texts.
• You may be subject to a quick numbers/ communication test.
• Must adhere to and consistently meet response times and maintain a positive, team-oriented personality.
• Access to a smartphone and a computer with a reliable internet connection is required for this remote position.

Working Conditions:

• This is a full-time, 40-hour-per-week remote position based in the Philippines.
• Flexibility in working hours to accommodate guests, including evenings, weekends, and holidays.
• Access to a reliable internet connection and a dedicated workspace is essential.

How to Apply: Interested candidates are encouraged to submit their resumes and cover letters highlighting their relevant experiences and motivations for joining Vacay Homes as a Guest Experience Associate. Please send your applications to

At Vacay Homes, we celebrate diversity and foster an inclusive work environment. We welcome all qualified candidates, regardless of their background or beliefs, to apply for this exciting opportunity to contribute to our mission of creating unforgettable guest experiences.

Job Type: Full-time

Pay: Php40, Php45,936.00 per month

Benefits:

• Flexible schedule
• Flextime
• Health insurance
• Pay raise
• Work from home

Application Deadline: 11/21/2025

Expected Start Date: 11/28/2025