Job Description

At Newman Hospitality, we seek an outgoing, friendly, and organized bilingualSenior Guest Experience Specialist with previous hospitality experience and excellent people skills to work remotely from the Philippines for a US property management company.

About Newman Hospitality

We are a family-owned boutique short-term and vacation rental management company. Offering a Full-Service Management solution; we identify, purchase, renovate, stage, list, market, and fully operate the guest experience of the rental asset. We are based in South Florida but offer an array of properties across the peninsula, as well as in Northern Virginia and Indiana. Our teams have been delivering optimal and personalized service with consistent quality for over eleven years.

At Newman Hospitality, we have A Home For Everyone, whether you're a traveler looking to make memories, an investor seeking a prosperous income opportunity, or an employee searching for the right team.

What does your day look like:

· Ensure a smooth guest experience.

· Providing virtual front desk services to guests.

· Verifying bookings and administering check-ins / check-outs.

· Providing accurate and on-time information regarding properties and services.

· Coordinating with different departments, staff members, vendors, and guests.

· Being a source of information to guests on various matters.

· Accommodating general and unique requests to ensure guest satisfaction.

· Diffusing claims, conflicts, or tense situations with guests.

· Undertaking various administrative duties, including quoting guest inquiries and upsells.

· Participate in cross-functional projects to implement best practices and streamline operational processes, driving company-wide efficiency gains.

· Provide support to the maintenance area regarding requests, handling communications with external service providers and scheduling repairs promptly to minimize disrupting the guest experience.

You are a good match if you have:

· At least 3 years of work experience in the hospitality industry (hotels or short term rentals companies).

· Previous work experience with the complete guest experience cycle.

· Advanced English level (C1), both written and spoken is a must.

· Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related field is a plus.

· Excellent verbal and written communication skills.

· Tech savvy; comfortable with constant phone/text/email communications.

· Customer service and detail-oriented.

· Self-management, critical thinking, and conflict resolution abilities.

· Time management and organizational skills.

· Knowledge in property care/maintenance is a plus.

· Previous work experience with property management software is a plus.

· Stable, high-speed internet connection required.

***Please apply with your most recent English resume***

What's in it for you:

Be part of a fast-growing short-term rental management company that:

1. Will allow you to help build the financial and accounting structure for the company and grow within the company as it continues to expand.

2. Understands that hospitality starts from the inside out (and we walk the talk) starting with our employees. We have less than a 5% turnover in an industry with an average of 75%.

3. Helps employees master what they do and builds the best infrastructure.

4. Works at having a unique and efficient balance between offshore and local teams; we value diversity in background and experience.

5. Is technologically advanced by investing in the best technology to support our business and allowing our employees to focus on more value-added activities.

6. Has experienced multicultural teams, enabling people to learn and expand professionally while being themselves and having fun at the job.

7. Is an early adopter of new ways of working, understanding the added values of remote working.