Remote Guest Experience Coordinator | AU | WFH

• Provide comprehensive oversight and management of inboxes.
  
• Read, review, and action all incoming electronic correspondence.
  
• Ensure inboxes are cleared and all correspondence is appropriately filed in accordance with the client's filing protocols by the close of each business day.
  

• Adhere to the client's operational daily checklist.
  
• Complete all assigned daily operational tasks accurately and within agreed timeframes.
  

• Respond to guest inquiries via phone, email, live chat, and messaging platforms.
  
• Provide accurate information on rooms, rates, amenities, policies, and local attractions.
  
• Handle guest complaints and service recovery matters with professionalism and empathy.
  
• Escalate urgent or on-site issues to management teams when required.
  
• Issue, manage, and troubleshoot room and hotel access, including mobile keys, digital access, and replacement keys.
  

• Verify guest identity using approved identifiers prior to issuing or reactivating key access.
  
• Confirm active reservation status and room assignment in the Property Management System (PMS) before proceeding.
  
• Follow client procedures for lost keys, lockouts, and access change requests, including documenting actions taken.
  

• Create, modify, and cancel reservations using the Property Management System (PMS).
  
• Assist guests with room upgrades, special requests, and package options.
  
• Ensure the accuracy of guest data, payment details, and preferences.
  
• Upsell rooms, add-ons, and hotel services where appropriate.
  
• Process new reservations, modifications, and amendments based on email requests and client instructions.
  
• Update Online Travel Agency (OTA) platforms, including Expedia and Booking.com, in accordance with provided directives.
  
• Issue reservation confirmations and guest communications following completed booking actions.
  

• Conduct pre-arrival outreach, including confirmation emails, special requests, and arrival details.
  
• Coordinate special occasions such as birthdays, anniversaries, and VIP stays.
  
• Handle post-stay follow-ups, guest feedback, and review responses.
  
• Process billing queries and liaise with management teams as required.
  

• Communicate effectively with housekeeping, reservations, guest services, and management teams.
  
• Maintain accurate guest profiles and internal notes within company systems.
  

• Comply with data protection and PCI standards.
  
• Maintain the confidentiality of guest and business information.
  
• Use only approved systems and secure access protocols.
  

Requirements

• Minimum 3 years of experience in a hotel, hospitality, guest services, reservations, or front office role.
  
• Bachelor's degree in Hotel and Restaurant Management, Hospitality Management, Tourism, or a related field.
  
• Proven experience using a Property Management System (PMS), with MEWS experience highly preferred.
  
• Previous experience within the hotel, hospitality, or accommodation industry is required.
  
• Strong customer service and communication skills, with the ability to deliver a professional and seamless guest experience.
  
• Ability to thrive in a fast-paced environment while managing multiple guest enquiries, bookings, and administrative tasks simultaneously.
  
• Experience handling reservations, guest communications, check-in/check-out support, and service recovery.
  
• Highly organised with strong attention to detail and the ability to maintain accurate guest records and booking information.
  
• Comfortable working across multiple systems, communication channels, and online booking platforms.
  
• Proactive, solutions-focused, and able to remain calm and professional when managing guest concerns or urgent requests.
  

Benefits

• HMO, dental, and life insurance for you and one free dependent from day one, with the option to add more.
  
• Uncapped placement incentives.
  
• Ongoing training and upskilling opportunities.
  
• Paid leaves including birthday, vacation, medical, and maternity, with up to 6 vacation days convertible to cash on your anniversary.
  
• Employee engagement activities such as year-end party, family day, team building, and more.