[Hiring] Virtual Guest Experience Specialist @Truporch Homes

Role Description

Bring Your 5-Star Service Home

• Handle the guest journey from inquiry to checkout, acting as a "Digital Concierge."
• Guest Communication:
  • Handle inbound calls (via VoIP) and messages (Airbnb, Vrbo, Booking.com) with warmth, perfect grammar, and professional etiquette.
• Problem Solving:
  • Swiftly resolve guest issues (e.g., smart lock trouble, Wi-Fi issues, heating/cooling) by troubleshooting or dispatching our ground team.
• Coordination:
  • Act as the central hub between guests and our cleaners/maintenance staff to ensure properties are perfect for every arrival.
• Revenue & Reviews:
  • Assist with reservation modifications and follow up with guests to secure 5-star reviews.

Qualifications

• 2+ years of experience in Guest Services, Front Desk, or Concierge roles at reputable hotels (e.g., Shangri-La, Marriott, Accor) or high-end dining establishments.
• Possess a neutral English accent for phone calls and near-native written English for messaging.
• Ability to de-escalate upset guests with empathy, not scripts.
• Tech-savvy: able to navigate multiple browser tabs, learn new software (PMS, Slack, Airtable) quickly, and type fast.
• Disciplined enough to work from home without supervision.

Requirements

• Reliable Fiber internet connection (Minimum 25 Mbps download/upload) with a backup connection plan.
• A working PC/Laptop capable of handling VoIP calls and a noise-canceling headset.
• A dedicated, quiet home office space (No roosters, barking dogs, or background noise during shift).

Schedule

• This is a US Hours / Graveyard Shift role (e.g., EST or PST hours).
• Must be willing to work nights and weekends/holidays on a rotating schedule, as hospitality never sleeps.

Benefits

• 100% Remote: Work from the comfort of your home.
• Stable Career: Looking for long-term team members, not temporary freelancers.
• Supportive Team: Provides training and treats remote team with the same respect as local team.

How to Apply

Please submit your resume/CV highlighting your specific hotel or hospitality experience. Apply here: https://truporch-assess.vercel.app/