[Hiring] Guest Experience Associate @Better Talent

Role Description

CozySuites is seeking a detail-oriented, tech-savvy individual for a remote property management role. As a Guest Experience Associate, you will be the first point of contact for guests, ensuring their stay is comfortable and hassle-free.

• Handle customer inquiries, booking modifications, and coordinate property maintenance.
• Interact with maintenance contractors for repair and maintenance to ensure high-property quality.
• Coordinate routine property walk-throughs and subsequent maintenance tasks.
• Utilize TaskRabbit to search for and coordinate with taskers as needed.
• Document and manage guest issues via project management software (Asana).
• Occasional administrative and data entry tasks.
• Answer guest inquiries/questions via phone calls, texting, and email.
• Interact with booking platform representatives (Airbnb, VRBO, Expedia, etc.).
• Manage guest reservations – alter reservations, redirect/relocate guests, assist guests with unit-related issues (e.g., AC, Wi-Fi, parking, where to put the trash, etc.).
• Liaise with various internal and external teams to resolve guest issues while acting as ambassadors for the company brand.
• Ensure guest compliance via accurate guest screening and payment processing.

Qualifications

• 3+ years or more of customer service experience in a BPO or BPO-like setting and administrative work experience; hospitality or real estate experience.
• 25 mbps+ internet download speed and a quiet private workspace.
• Tech-savvy/able to use various apps and programs to make the job easier – Microsoft (Word, Excel, etc.), WhatsApp, Slack, Zoom/Skype (video conferencing), and other VoIP applications.
• Strong communication skills (Native/fluent in English, to communicate well with mostly U.S.-based guests).
• Strong attention to detail – it's important to answer all guest inquiries in a timely and thorough manner.
• Enthusiasm for customer service/good attitude.
• Team-oriented – individual will be working alongside a team.

Requirements

• Prior experience in remote property management or as a case manager at Airbnb is a plus.

Benefits

• Compensation: 43-46k PHP/month for those with Bachelor's degree; 36-39k/month PHP for those WITHOUT Bachelor's degree.
• 40-45 paid hours per week (daytime EST), 5 days per week; 1.5 hours break per day.
• Paid time off such as PTO, sick leave.
• Health insurance.
• Employee recognition programs.
• Company events.
• Paid training.
• Pay raise.
• Work from home.

Company Description

At CozySuites, we’re redefining hospitality by blending the comforts of home with the consistency and standards of a top-tier hotel. We manage over 600 thoughtfully designed rental properties across premier urban destinations in the U.S.