Job Title: Guest Reservation Specialist
Location: Remote (Philippines)
Client: Property Management
Client Location: New York, US
Employment Type: Full-Time / Part-Time
Night & Weekend Shifts + Weekday Availability Required
We are seeking highly motivated, detail-oriented Remote Call Center Agents based in the Philippines who are fluent in English, to support our guest inquiry operations across multiple online travel agency (OTA) platforms including Expedia, VRBO, Booking.com, Airbnb, and Direct Bookings. This role is integral to our guest experience and property management operations, providing timely and professional responses to incoming guest communications during nights, weekends, and throughout the week.
We require the call center to follow the guest through the lifecycle of pre booking, pre stay, in stay and post.
Responsibilities:
- Respond to guest inquiries in English across multiple channels: OTA messaging portals, direct email, and internal communication platforms.
- Handle FAQs and standard guest questions specific to each brand and property.
- Access and apply property-specific blueprints and documentation to provide accurate and consistent information.
- Follow established SOPs and brand guidelines on tone, style, and cadence in all communications.
- Collaborate with on-site property managers via dedicated WhatsApp channels for each property group to resolve specific requests or issues.
- Use Slack to communicate with internal teams, report issues, share updates, and escalate concerns when needed.
- Monitor and manage multiple tickets, messages, and threads simultaneously with high attention to detail.
- Identify and report common guest pain points or gaps in documentation to help improve internal resources.
- Log guest issues and resolutions accurately in our CRM or designated system.
Requirements
- Language: Fluent in written and spoken English; professional and polite tone is essential.
- Experience: Prior experience in call center, guest services, hospitality, or short-term rental platforms preferred. Experience using OTA platforms (Airbnb, Booking.com, Expedia, etc.) is a strong advantage.
- Technology Proficiency: Comfortable using Slack, WhatsApp, Google Workspace, and OTA messaging portals. Ability to quickly learn new systems and adapt to evolving documentation.
- Availability: Willingness to work night shifts, weekends, and weekdays based on rotating schedules.
Preferred Qualifications:
- Experience working with remote teams and in asynchronous communication environments.
- Strong ability to multi-task, prioritize, and work under pressure.
- High level of written communication, customer empathy, and problem-solving skills.
Tools:
- OTA Messaging Portals (Airbnb, VRBO, Booking.com, Expedia)
- WhatsApp (Property Manager Channels) Slack (Internal Call Center Channel)
- AI FAQ prompt manner built into the CRM ticketing platform
- Google Drive/Docs (Property Blueprints & SOPs)
- CRM or ticketing software (for issue tracking built in house)
