Guest Service Specialist

Previous experience in guest services, reservations, or a related field is an advantage Excellent written and verbal English skills Strong organizational and multitasking abilities Ability to work independently in a remote work environment Attention to detail and commitment to providing exceptional service Empathy and Patience Customer-Centric Mindset Critical thinker Ability to learn new software easily and efficiently Vacation rental industry experience Airbnb and VRBO experience is an advantage Microsoft 365 Suite experience (Outlook, Word, Excel, Teams) Internet speed minimum 30mbps: Wired connection i5 11th Gen or higher Windows 11 / MacOS Catalina or higher Minimum of 8 GB RAM Private and quiet dedicated home office area Back-ups in case of power or internet provider interruptions Good headset and webcam (preferably noise-canceling headset)

Administering online check-ins and managing guest special requests Uploading guest reviews onto the Client's website Responding to guest enquiries across multiple platforms Maintaining the incident log for the Operations team Reporting and escalating incidents as required Address and resolve guest issues, providing effective solutions Manage the end-to-end reservation process, including booking, confirmation, and handling cancellations Collaborate with guests to understand their needs, recommend suitable properties, and facilitate smooth check-in/check-out processes Contribute to back-office operations, handling tasks such as data entry, record-keeping, and documentation Coordinate with internal teams, including housekeeping and maintenance Maintain clear and consistent communication with guests, internal teams, and property owners