Guest Services Specialist

Location

Philippines

Posted

2 days ago

Salary

₱60K - ₱70K / month

Seniority

Mid Level

No structured requirement data.

Job Description

Guest Services Specialist

MultiplyMii

Role Description As a Guest Services Specialist, you’ll own front-line guest communication across a national portfolio of vacation rentals. You'll answer guest messages and calls across booking channels, resolve everyday issues quickly and correctly, and escalate anything that needs maintenance or readiness attention. This role supports a high-volume, 24/7 operational environment where responsiveness, independent judgment, and strong coordination across distributed teams are essential. Responsibilities - Manage guest communications across Airbnb, VRBO, Booking.com, phone, and text channels, meeting agreed response-time SLAs. - Oversee daily guest services operations during assigned shifts and coordinate coverage with U.S.-based and virtual assistants across weekdays, evenings, and weekends. - Resolve guest inquiries and common issues in real time using sound judgment, urgency, and property-specific information. - Escalate complex guest, maintenance, or property-readiness issues to the appropriate stakeholders while maintaining ownership of frontline resolution. - Monitor operational dashboards, guest requests, tasks, and messages to ensure properties are guest-ready and all issues are completed on time. - Maintain accurate records of guest interactions, issues, and resolutions within company systems (e.g., PMS, Breezeway) to ensure operational visibility and accountability. - Support adherence to standard operating procedures (SOPs) and operational workflows across the guest services function. - Proactively identify and flag at-risk stays to prevent service failures and negative guest experiences. - Partner with the Guest Services Director to improve team autonomy, streamline operations, and reduce process bottlenecks. Qualifications - 2+ years of experience in guest services, hospitality, customer support, or property management, preferably in short-term rentals, hotels, or vacation rentals. - Excellent written and spoken English communication skills. - Experience managing guest communications across OTA booking platforms and property management systems (PMS). - Strong conflict resolution, problem-solving, and customer service skills. - Ability to remain calm, accurate, and professional in high-volume, fast-paced environments. - Strong prioritization, multitasking, and organizational skills. - Self-motivated with the ability to work independently and with minimal supervision. - Willingness to work rotating schedules, including weekends. Requirements - Experience with Breezeway and PMS platforms such as Streamline, Guesty, or Hostaway (Nice-to-Have). - Prior experience supporting US-based vacation rental operations (Nice-to-Have). Benefits - 100% Remote Work - 13th Month Pay - Healthcare (HMO) - Comprehensive Fringe Benefits package - Paid Service Incentive Leave (SIL) - Paid Philippines Holidays - Free Learning and Development Programs

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