[Hiring] After-Hours Guest Services Specialist @Better Talent

Role Description

White Rose Villas is seeking an experienced After-Hours Guest Services Specialist to become the trusted evening voice of our company. In this fully remote position, you will be the primary point of contact for guests during evening hours, providing prompt, professional, and empathetic support across multiple booking platforms while ensuring every guest receives an exceptional vacation experience.

Working closely with our housekeeping, maintenance, and vendor partners, you'll coordinate timely solutions, manage operational tasks, and confidently resolve guest concerns while following established company procedures. Success in this role requires excellent written communication, strong decision-making skills, outstanding organization, and the ability to remain calm while managing multiple priorities simultaneously.

If you're passionate about hospitality, thrive working independently, and take pride in delivering five-star service, we'd love to hear from you.

Key Responsibilities

• Respond to guest messages across Airbnb, Vrbo, Booking.com, Expedia, and direct bookings while maintaining a response time of under 5 minutes during scheduled shifts.
• Provide friendly, professional, and solution-oriented customer service throughout the guest journey.
• Assist guests with pre-booking questions, check-in instructions, stay support, and post-stay follow-up.
• Troubleshoot guest issues and coordinate with housekeeping, maintenance, and vendors to ensure timely resolution.
• Create and manage operational tasks in Breezeway and follow them through to completion.
• Review pre-arrival forms and ensure all reservation details and guest communications are accurate in Streamline PMS.
• Manage guest requests such as early check-ins, late checkouts, pool heat, BBQ rentals, and other stay enhancements according to company policies.
• Follow company procedures for escalations, maintenance issues, refunds, discounts, and emergency situations.
• Complete administrative and project-based work, including updating property listings, digital guidebooks, guest communications, and operational documentation.
• Help maintain a consistent 5-star guest experience by proactively identifying and resolving issues before they impact the guest's stay.

Qualifications

• Minimum of 2 years of recent, hands-on experience in vacation rental, short-term rental, hotel, or hospitality guest services required.
• Previous experience supporting guests through Airbnb, Vrbo, Booking.com, Expedia, or similar online booking platforms.
• Experience using Breezeway, Streamline PMS, or comparable property management software.
• Exceptional written and verbal English communication skills with strong grammar, spelling, and professionalism.
• Excellent customer service, problem-solving, and conflict-resolution abilities.
• Strong organizational skills with exceptional attention to detail.
• Comfortable using CRM systems.
• Reliable high-speed internet connection with backup connectivity when possible.
• Dedicated, professional home office environment suitable for remote work.
• Ability to consistently work the required Eastern Time evening schedule.

Compensation, Benefits & Schedule

• Compensation: Hourly Rate: $6.00-$8.00 USD, based on experience and qualifications.
• Benefits: Paid time off, including PTO, vacation time.
• Schedule: 6:00 PM – 12:00 AM Eastern Time (U.S.), Five scheduled shifts per week, Two consecutive days off each week, Weekend and holiday availability required as part of the regular schedule.