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Better Talent

For over 21 years, TravelNet Solutions has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner. Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing suite of native features, Track, built on a customer-obsessed mindset, empowers hospitality professionals to achieve digital transformation and operational excellence. Serve Others: Nurturing growth to help others succeed. Grit: Taking ownership and never giving up on what matters most. Create the Future: Innovating to disrupt the status quo. Work Schedule Monday to Friday, Core Business Hours (8 to 5 CST) can be in any timezone.

Guest Experience Associate

Location

Philippines

Posted

5 days ago

Salary

₱43 - ₱46K / month

Seniority

Mid Level

No structured requirement data.

Job Description

Guest Experience Associate

Better Talent

Role Description CozySuites is seeking a detail-oriented, tech-savvy individual for a remote property management role. The ideal candidate has several years of administrative experience in an office setting, preferably in lodging, hospitality, or real estate, and is comfortable interacting with a diverse range of people. Prior experience in remote property management or as a case manager at Airbnb is a plus. As a Guest Experience Associate, you will be the first point of contact for guests, ensuring their stay is comfortable and hassle-free. Responsibilities include: - Handling customer inquiries and booking modifications. - Coordinating property maintenance while maintaining a friendly and professional demeanor. - Delivering exceptional service and fostering lasting guest relationships. Responsibilities - Interact with maintenance contractors for repair and maintenance to ensure high-property quality. - Coordinate routine property walk-throughs and subsequent maintenance tasks. - Utilize TaskRabbit to search for and coordinate with taskers as needed. - Document and manage guest issues via project management software (Asana). - Occasional administrative and data entry tasks. - Answer guest inquiries/questions via phone calls, texting, and email. - Interact with booking platform representatives (Airbnb, VRBO, Expedia, etc.). - Manage guest reservations – alter reservations, redirect/relocate guests, assist guests with unit-related issues (e.g., AC, Wi-Fi, parking, where to put the trash, etc.). - Liaise with various internal and external teams to resolve guest issues while acting as ambassadors for the company brand. - Ensure guest compliance via accurate guest screening and payment processing. Qualifications - 3+ years or more of customer service experience in a BPO or BPO-like setting and administrative work experience; hospitality or real estate experience. - 25 mbps+ internet download speed and a quiet private workspace – there should be no sound of farm animals, other people/kids, or TV in your workspace to disrupt your outbound calls. - Tech-savvy/able to use various apps and programs to make the job easier – Microsoft (Word, Excel, etc.), WhatsApp, Slack, Zoom/Skype (video conferencing), and other VoIP applications. - Strong communication skills (Native/fluent in English, to communicate well with mostly U.S.-based guests). - Strong attention to detail – it's important to answer all guest inquiries in a timely and thorough manner. - Enthusiasm for customer service/good attitude – many guests who reach out are reaching out because they are unhappy or have issues with their stay with us. - Team-oriented – individual will be working alongside a team; some customer issues require the efforts of the team to resolve. Benefits - Paid time off such as PTO, sick leave. - Health insurance. - Employee recognition programs. - Company events. - Paid training. - Pay raise. - Work from home. Compensation - 43-46k PHP/month for those with Bachelor's degree. - 36-39k/month PHP for those WITHOUT Bachelor's degree. - 40-45 paid hours per week (daytime EST), 5 days per week; 1.5 hours break per day. Schedule - 5 days a week, graveyard and shifting schedule, timezone: EST. Job Type - Remote, Philippines.

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