[Hiring] Virtual Guest Service Ambassador @Somewhere

Role Description

We are seeking a part time Virtual Guest Service Ambassador to provide remote guest service and operational support during the morning Hawaii coverage window. This is primarily a hospitality operations support role. Incoming telephone calls are an important responsibility, but they represent only one part of the position. The role also includes:

• Guest communication
• Reservation system tasks
• Vendor coordination
• Maintenance follow up
• Routine operational projects across multiple platforms

Key Responsibilities:

• Complete a trained daily checklist within the reservation management system.
• Monitor and respond to incoming guest text messages using established protocols, reservation information, and approved company resources.
• Answer incoming telephone calls and provide professional first line guest support.
• Resolve straightforward guest questions using property information, standard operating procedures, reservation details, and approved knowledge resources.
• Recognize urgent, sensitive, or time critical situations and escalate matters requiring local or managerial support.
• Communicate with approved vendors regarding maintenance and property service needs.
• Assign maintenance tasks according to established procedures and follow up to confirm that they are being addressed.
• Maintain visibility of outstanding guest and property issues until they are resolved or appropriately handed off.
• Document guest communications, telephone calls, maintenance matters, vendor communication, and required follow up.
• Assist with routine updates and small operational projects across the reservation system, Airbnb, Vrbo, and other company platforms.
• Support reservation related inquiries when the necessary information is available through approved resources.
• Identify recurring questions, missing information, or workflow gaps that may improve future guest service and operational efficiency.

Qualifications

• Minimum 2 years of professional hotel, resort, vacation rental, front desk, reservations, or comparable hospitality operations experience is required.
• Polished spoken and written English is essential.
• Demonstrate a warm, confident, hospitality focused communication style suitable for guest telephone calls, text messaging, email communication, and vendor coordination.
• Strong computer proficiency is required.
• Comfortable working across multiple cloud based systems, learning new platforms quickly, navigating reservation and communication tools simultaneously, and completing detailed operational workflows accurately and efficiently.
• Highly organized, logical, and detail-oriented with dependable follow-through.
• Skilled at prioritizing tasks, working independently within established procedures, and effectively utilizing computer systems to manage operational workflows.
• Sound judgment and situational awareness to resolve routine issues independently.
• Ability to handle frustrated, time-sensitive, or emotional guest situations with calm, professional confidence.
• Comfortable handling and maintaining the confidentiality of sensitive customer data and payment information.
• Proven ability to thrive within a small, close-knit, remote team environment.