Guest Services Specialist

You'll be joining our Tailwind team, supporting smaller short-term rental operators with outstanding guest communication and property management services. Tailwind combines smart technology with real people to deliver 24/7 support — helping our partners provide an exceptional guest experience while growing their businesses. This role blends technology, customer service, and problem-solving in a fast-paced, remote environment.

• →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. Assisting with reservations sales
• →Coordinate with internal teams | Property Managers | 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 / suggestions to improve processes. 
• →Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.

• →Excellent written and verbal English skills for phone, text, and email communication. 
• →Must be located within Metro Manila, Philippines
• →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.
• →Short-term vacation rental experience, such as working at a property management company, in a guest communication service, or directly for a platform like Airbnb or VRBO is a must
• →PMS experience in the short term rental industry 
• →Must be willing to work weekends, afterhours, US time zone

• Internet speed minimum 30mbps:  Needs to be Wired (Buy a dongle if no LAN port)
• i5 8th Gen or higher
• Windows 10 / MacOS Catalina or higher
• Minimum of 8 GB RAM
• Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
• Back-ups in case of power or internet provider interruptions
• Good headset and webcam (preferably noise-canceling headset)