Guest Experience Executive, English Speaking

About the Role

This is the world's largest management firm for short-term rentals, focused on simplifying the property management process for owners around the globe. The organization handles tasks such as professional photography, guest screening, housekeeping, maintenance, and multi-platform listing management to ensure properties generate peak income with ease for owners. With a presence in 19 major international cities, the firm delivers comprehensive support throughout the entire hosting process. The Guest Experience Executive is a vital role within this fast-moving team, centered on providing high-quality service and support to guests. This remote position allows you to contribute to a vibrant environment, where you will shape the guest journey by managing inquiries, solving problems, and ensuring smooth communication across multiple channels. This is an excellent opportunity for a detail-driven professional who prioritizes strong communication and maintaining superior hospitality standards.

Requirements

• You must be fluent in English with superior verbal and written communication skills and a professional demeanor on the phone.
• You should have strong multitasking, time-management, and problem-solving skills, with a history of navigating difficult customer interactions successfully.
• You are required to be proficient in utilizing CRM tools and various digital platforms.
• You must reside in the Philippines and possess the legal right to work as an Independent Contractor.
• You need to be prepared for remote work, including a quiet, private office space, a reliable headset with a microphone and webcam, and a stable internet connection of at least 5 Mbps.
• You must own a laptop or desktop computer featuring at least a quad-core 2.5GHz processor, 8GB of RAM, and a 128GB SSD.
• You must be willing to work variable hours, which include weekends, evenings, and public holidays.
• Previous experience within the hospitality sector is considered a strong advantage.

Responsibilities

• You will serve as the main liaison for guests, managing incoming messages and responding to concerns quickly and professionally.
• You will perform both inbound and outbound calling, handle follow-ups, and ensure all guest inquiries reach a resolution.
• You will manage bookings and reservations via the company platforms while communicating precise details about property features, policies, and procedures.
• You will utilize effective problem-solving techniques to address and resolve customer grievances in a timely manner.
• You will document all interactions thoroughly within the CRM software and show adaptability when managing diverse customer scenarios.

Benefits & Perks

• This position is a 12-month Independent Contractor contract with a monthly salary of PHP 35,000 to PHP 37,000.
• As an independent contractor, you are liable for your own statutory contributions and taxes.
• You are responsible for securing and maintaining your own workspace, equipment, and internet connectivity.
• The role does not offer traditional employment perks such as paid sick time or annual leave.