Guest Experience Executive, English Speaking

About the Role

Houst, the world's premier Airbnb management service, streamlines short-term rentals for property owners across 19 global cities. The company handles everything from professional photography and multi-platform listing management to guest vetting, housekeeping, and maintenance to maximize rental income. As a remote Guest Experience Executive, you will play a vital role in this fast-paced organization, acting as a primary point of contact to ensure exceptional hospitality, resolve issues, and manage guest interactions across multiple communication channels.

Requirements

• The ideal candidate must be fluent in English with excellent verbal and written communication skills and a professional telephone manner.
• You should possess strong multitasking, time-management, and problem-solving abilities, along with a track record of handling challenging customer interactions effectively.
• Proficiency in using CRM software and digital platforms is essential.
• Candidates must be currently based in the Philippines and legally eligible to work as an Independent Contractor.
• You must demonstrate remote work readiness, which includes having a quiet, dedicated workspace, a reliable headset with a microphone and webcam, and a stable high-speed internet connection of at least 5 Mbps.
• Technical requirements include a laptop or desktop with at least a quad-core 2.5GHz CPU, 8GB of RAM, and a 128GB SSD.
• A willingness to work flexible shifts, including evenings, weekends, and public holidays, is required, and previous experience in the hospitality industry is considered a significant asset.

Responsibilities

• As a Guest Experience Executive, you will be the primary point of contact for guests, responsible for handling inbound messaging and addressing concerns with professionalism and speed.
• Your duties will include engaging with guests through both inbound and outbound calls, following up on specific requests, and ensuring all inquiries are resolved effectively.
• You will be tasked with overseeing reservations and bookings through the company's platforms while providing accurate information regarding property details, policies, and procedures.
• A key part of the role involves resolving customer complaints through timely and effective problem-solving strategies.
• Furthermore, you will maintain comprehensive and accurate records of all customer interactions within the CRM system and must be prepared to handle a wide variety of customer situations with flexibility and care.

Benefits & Perks

• This is a 12-month Independent Contractor role with a monthly salary of PHP 35,000 to PHP 37,000.
• Contractors are responsible for their own taxes, statutory contributions, and the provision/maintenance of their own equipment, workspace, and internet.
• The role does not include standard employee benefits like paid sick leave or annual leave.