[Hiring] Guest Experience and Sales Administration Support @Better Talent

Role Description

The Guest Experience & Sales Support Specialist (GXSA) is a remote, Philippines-based role that primarily supports the Guest Experience function, working closely with U.S.-based Guest Experience Agents. This role supports both live guest interactions and the administrative workflows that underpin the guest experience, including:

• Onboarding-related tasks
• House manual updates
• Check-in instruction updates
• CRM maintenance
• Operational tracking

Secondarily, the role provides sales and OTA administrative support to ensure booking accuracy, calendar hygiene, and responsiveness during high-volume periods. This position requires full scheduling flexibility, including nights, weekends, holidays, and variable shifts based on guest demand and operational needs.

Responsibilities

• Guest Experience Support (Primary Responsibility)
  • Serve as a frontline point of contact for guests before, during, and after their stay via approved communication channels (email, messaging platforms, phone as needed)
  • Support Guest Experience Agents by handling guest questions, service requests, follow-ups, and routine issue resolution
  • Provide guests with clear and accurate check-in instructions, access details, and stay-related information
  • Escalate guest issues appropriately following established SOPs and escalation guidelines
  • Coordinate with Operations, Housekeeping, and Maintenance teams to help resolve guest concerns
  • Monitor active stays and support in-stay guest needs
  • Accurately document guest interactions, issues, and resolutions
• Guest Experience Administration & Onboarding Support
  • Support onboarding and setup workflows for new and existing homes from a guest experience perspective
  • Create, update, and maintain House Manuals, guest-facing instructions, and arrival information
  • Update and QA check-in instructions, access notes, parking details, and amenity guidance
  • Maintain accurate guest and reservation records in the CRM and related systems
  • Support tracking of guest experience tasks, updates, and changes across tools (e.g., Asana, CRM, PMS)
  • Assist Guest Experience Agents with administrative tasks required to keep homes guest-ready and information current
• Check-In, Check-Out & Turnover Support
  • Assist with confirming check-in readiness and access details
  • Send and follow up on check-out communications
  • Relay confirmed check-out times to cleaning teams
  • Support housekeeping coordination to ensure homes are guest-ready
  • Flag readiness, access, or cleaning concerns promptly
• Internal Collaboration
  • Communicate clearly and professionally with U.S.-based Guest Experience, Operations, and Sales teams
  • Follow internal workflows, SOPs, and escalation processes
  • Assist with owner or vendor coordination when directed
  • Monitor guest-specific requests (e.g., amenities, pool heat) and flag issues
• Sales & OTA Administrative Support (Secondary Responsibility)
  • Assist with responding to booking inquiries and routing messages appropriately
  • Help maintain accurate OTA calendars to prevent booking conflicts
  • Support basic OTA listing updates, audits, and special offers as assigned
  • Answer and route inbound calls or messages, escalating urgent matters when required
• Project & Feedback Support
  • Complete Guest Experience and onboarding-related tasks in Asana or assigned systems
  • Collect and document guest feedback and operational notes
  • Participate in team meetings, training sessions, and coverage handoffs

Qualifications

• Experience in customer service, hospitality, or guest support roles
• Strong written and spoken English communication skills
• Reliable internet connection and ability to work remotely
• Full scheduling flexibility, including nights, weekends, holidays, and variable shifts
• Ability to adjust working hours based on guest demand and onboarding timelines
• Strong attention to detail and follow-through
• Comfort working within structured SOPs, documentation standards, and escalation guidelines
• Ability to manage multiple tasks in a fast-paced environment

Benefits

• Hourly Rate: $8.00 - $10.00 based on previous experience
• Paid time off such as PTO, sick days, and vacation days
• Location: Remote, Philippines