Remote Guest Services Specialist

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Requirements:

• Excellent written and verbal English skills for phone, text, and email communication.
• Previous experience in guest services, reservations, or a related field.
• Strong organizational and multitasking abilities.
• Ability to work independently in a remote work environment.
• Attention to detail and commitment to providing exceptional service.
• Ability to show empathy, exhibit patience, and have a customer-centric mindset.
• Possess critical thinking and problem-solving skills.
• Ability to learn new software quickly and efficiently.
• Willingness to ask questions when unclear about a task or process.

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.
• Manage guest review feedback and respond to reviews on OTAs.
• Coordinate with internal teams, property managers, and owners for guest requests.
• Create and maintain guest communication templates and FAQs.
• Ensure communications reflect the partner's voice and guidelines.
• Attend occasional virtual meetings and training sessions.
• Provide feedback on partner issues and suggest process improvements.
• Liaise with vendors for services such as HVAC and plumbing.
• Perform data entry tasks related to property onboarding.
• Assist with off-season duties like scheduling maintenance and inventory.
• Manage permitting and insurance documentation from property owners.
• Manage calendar and inbox.