Remote Guest Services Specialist

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Requirements:

• High level of professionalism and empathy.
• Proven experience in customer service, guest relations, or a similar role, preferably in the hospitality industry.
• Experience with a PMS/ OTA's and short-term rental is required.
• Onboarding experience is a plus.
• Exceptional written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Ability to work independently and manage time effectively.
• Problem-solving attitude with the ability to remain calm under pressure.
• Attention to detail and a commitment to quality.
• Remote work setup with reliable internet access.
• Must be residing in Greater Manila area.

Responsibilities:

• Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.
• Provide accurate information regarding bookings, services, policies, and other inquiries.
• Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.
• Assist with booking and confirming reservations.
• Coordinate with internal teams, Property Managers, and Property Owners to ensure guest requests and special arrangements are met.
• Create, update, and maintain guest communication templates and FAQs.
• Ensure all communications reflect the partner's voice and guidelines.
• Attend occasional virtual meetings and training sessions.
• Provide constant feedback to the team regarding partner issues and suggestions to improve processes.