[Hiring] GuestCare Specialist @KeyNest

Role Description

As a GuestCare Specialist, you'll become an extension of our customers' teams, supporting guests throughout their stay and helping resolve everything from simple questions to urgent situations. This isn't a scripted customer service role. We're looking for people who enjoy taking ownership, thinking critically and delivering outstanding hospitality through every interaction.

• Support guests via phone, email and live chat throughout their stay.
• Assist with check-ins, check-outs and general booking enquiries.
• Resolve guest issues quickly while delivering a high standard of customer service.
• Coordinate with property managers, maintenance teams and other suppliers to resolve operational issues.
• Assess the urgency of each situation and prioritise accordingly.
• Make outbound calls to guests, property managers and contractors when required.
• Accurately document all interactions and actions taken.
• Escalate issues where appropriate while maintaining ownership of the guest experience.
• Follow customer-specific procedures and brand guidelines.
• Contribute ideas to improve GuestCare processes and service quality.

Qualifications

• Fluent English (spoken and written).
• Fluent in at least one of the following: Spanish, French.
• Additional languages are a strong advantage.
• At least 2 years' experience in customer support, hospitality, tourism or another customer-facing role.
• Comfortable handling customer conversations over the phone.
• Experience within short-term rentals, hotels, travel or property management is highly desirable, but not essential.

Requirements

• Excellent communication and interpersonal skills.
• A naturally empathetic and customer-focused approach.
• Strong problem-solving and decision-making ability.
• Calm and confident under pressure.
• Excellent organisational skills and attention to detail.
• Comfortable working independently in a fully remote environment.
• Flexible to work a rotating shift pattern, including evenings, weekends and public holidays.

Benefits

• Fully remote working.
• 45-hour working week on a rotating shift pattern.
• Comprehensive onboarding and ongoing development.
• The opportunity to work with leading short-term rental operators across multiple countries.
• A supportive, collaborative international team.
• Clear opportunities for career progression as GuestCare continues to grow.
• Competitive salary based on your experience and location, with the opportunity to help shape and build a new team and product from the ground up.