Remote Guest Services Specialist

Commitment to Excellence: Continuously raising the bar and setting new standards in guest communications and service delivery. 
Exceptional Collaboration: Thriving in a fast-paced, high-performance environment built on clear communication and teamwork. 
Unified Purpose: Aligning behind a shared mission to drive success with an intense focus. One shared consciousness. 
Data-Driven Decision-Making: Prioritizing data and results over emotions when making objective, professional decisions. 
Emphasis on Details: Details matter at every level. Leaders are expected to have a deep understanding of the specifics and adopt a hands-on management style.

Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb’s Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture.

To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this link. Understanding this mindset will provide valuable context for how we operate and what we value in our team members. 

We are looking for Remote Guest Services Specialist for a Property management company Client of ours. This role involves handling inquiries, providing information, resolving issues, and ensuring a seamless communication experience for guests across multiple platforms. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to multitask in a fast-paced 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
• →Guest review management: Review guest feedback and answer reviews on OTAs
• →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.
• →Data entry such as onboarding of properties into your PMS, AirBnB or VRBO listings
• →Work on off season duties such as deep clean scheduling, lock battery replacements, smoke detector battery replacements, kitchen inventory, documentation of processes and procedures
• →Handle permitting, Insurance requirements / documentation from property owners
• →Manage calendar and inbox

• →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.

• Vacation rental industry experience, working with VRBO, AirBnB, etc.
• PMS experience in the rental and hotel industry

• Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
• i5 11th Gen or higher
• Windows 11 / 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)

• Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities.
• Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.
• Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.
• HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.