[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.

• Support both live guest interactions and administrative workflows.
• Handle onboarding-related tasks, house manual updates, check-in instruction updates, CRM maintenance, and operational tracking.
• Provide sales and OTA administrative support to ensure booking accuracy and responsiveness during high-volume periods.
• Requires full scheduling flexibility, including nights, weekends, holidays, and variable shifts.

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.
  • 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.
  • Assist Guest Experience Agents with administrative tasks required to keep homes guest-ready.
• 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 teams.
  • Follow internal workflows, SOPs, and escalation processes.
  • Assist with owner or vendor coordination when directed.
  • Monitor guest-specific requests 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 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.

Requirements

• Full scheduling flexibility.

Benefits

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

Company Description

The Maimon Group offers luxury short-term vacation rentals and asset management in Los Angeles, focusing on curated travel experiences, event venues, and concierge services.