[Hiring] Senior Guest Services Associate @Better Talent

Role Description

We’re looking for a Senior Guest Services Associate to join our international team. You’ll mostly likely work a 7pm–7am shift (local Thailand/Vietnam time), 3 days per week, providing guest services during U.S. daytime hours and back-office support when guest activity is quiet.

Responsibilities

• Guest Services (primarily at the start of each shift)
  • Provide fast, friendly support via chat, email, SMS, and phone
  • Troubleshoot check-in issues, payment problems, and apartment access
  • Flag suspicious activity such as risky bookings or declined payments
  • Respond to guest reviews and feedback in a professional tone
  • Escalate complex or urgent issues to management when needed
• Data & Reporting
  • Pull daily occupancy, ADR, and revenue reports
  • Maintain rolling dashboards for 7-day and 30-day performance
  • Track guest satisfaction metrics (reviews, cancellations, refunds)
  • Compile competitor pricing snapshots
  • Adjust pricing in our pricing software
• Vendor & Operations Support
  • Review cleaning checklists and photos to confirm apartments are guest-ready
  • Log and track maintenance issues in our systems
  • Monitor inventory of toiletries, linens, and supplies; reorder when needed
  • Track deliveries and reconcile vendor invoices
  • Maintain property setup checklists for new units and confirm vendor completion
• Other Projects
  • Assist the General Manager and founders with ad hoc projects
• Tools You'll Use
  • Mews (Property Management System) and ConduitAI (Messaging)
  • Breezeway (cleaning coordination) and Keycafe (key tracking)
  • Autohost (guest screening) and Pricelabs (pricing tool)
  • Google Drive, Gmail, QuickBooks, Airtable, Notion, ChatGPT
  • Booking platforms: Airbnb, Booking.com, Vrbo, Expedia, and Lodgeur's website

Qualifications

• 5+ years of professional experience in customer service, hospitality, or operations
• Strong English communication skills (written and spoken)
• Tech-savvy and quick to learn new tools
• Organized, detail-oriented, and consistent with follow-through
• Calm under pressure—even when dealing with upset guests
• Reliable—your team can count on you to cover your shifts
• Looking for a long-term role with a growing company

Requirements

• Experience with AI tools (nice to have but not required)
• Spanish language skills (nice to have but not required)

Benefits

• Monthly Salary: $1,000 - 1,300
• Paid time off such as PTO, sick days, and vacation days
• Health insurance
• Life insurance
• Location/Schedule: Remote, Thailand or Vietnam; 7pm–7am local time, 3 days per week