Remote Guest Services Specialist

Ware seeking a professional Remote Guest Services Specialist to manage and enhance our guest communications. 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.

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

Qualifications:
-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.

Requirements

TECHNICAL REQUIREMENTS:

- Internet speed minimum 30mbps
- 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)

Benefits

WHO WE ARE:

EXTENTEAM is the #1 trusted outsourcer for property management professionals operating short-term rentals, vacation homes, multifamily communities, and boutique hotel properties.

WHAT WE DO

We support over a hundred different property management brands throughout the United States. Our virtual team members work exclusively to supercharge guest services, reservations, marketing, bookkeeping, IT support, and other core business functions.

OUR CORE VALUES:

- MISSION ACCOMPLISHED: We Work Smart & Get Stuff Done.
- OWN YOUR STUFF: We Own Our Stuff.
- WALK THE TALK: We Do What We Say We'll do.
- INTO THE WILD: We are Explorers.
- WORD AS BOND: Just Say It.
- ABOVE AND BEYOND: We Live Extenteam.

WHAT WE OFFER:

We offer our team members targeted development opportunities, both on a professional and personal level. We also offer:

- Competitive Salary
- Holiday Reward equivalent to 13th-month pay
- HMO
- Life Event Bonuses
- Preventive Mental Health Benefit