Guest Services Specialist - US short-term rental and property management

Position Type: Full-time

Location: Philippines (Remote)

Schedule: During training, the schedule will be Monday-Friday, 10:00 AM-6:00 PM EST/CST. After training, the schedule will be flexible and coordinated with the Director, including rotating weekend coverage as needed.

Pay: ₱70,000.00 - ₱90,000.00 per month

About the Company

Our client is a fast-growing short-term rental and property management company overseeing nearly 200 vacation rental properties across multiple US markets. They are passionate about delivering exceptional guest experiences, maximizing returns for property owners, and building operational excellence at scale. As they continue to grow, they're investing in building a high-performing team of professionals who take ownership, solve problems independently, and thrive in a fast-paced, technology-driven environment.

Their culture is collaborative, entrepreneurial, and results-oriented—they value accountability, continuous improvement, and people who are eager to learn, contribute, and build long-term careers with us. Whether supporting guests, owners, finance, or operations, every team member plays a critical role in helping them deliver outstanding service and drive the next stage of their growth.

About the Role

As a Guest Services Specialist, you'll own front-line guest communication across a national portfolio of vacation rentals. You'll answer guest messages and calls across booking channels, resolve the everyday issues (door codes, check-in hiccups, questions the listing already answers) quickly and correctly, and escalate anything that needs maintenance or readiness attention, so guests get a five-star response and the team isn't drowning in overnight tickets.

You will work closely with the Guest Services Director to ensure smooth day-to-day operations across guest communication, shift coverage, and issue resolution.

This role supports a high-volume, 24/7 operational environment where responsiveness, independent judgment, and strong coordination across distributed teams are essential.

Responsibilities

• Manage guest communications across Airbnb, VRBO, Booking.com, phone, and text channels, meeting agreed response-time SLAs.
• Oversee daily guest services operations during assigned shifts and coordinate coverage with U.S.-based and virtual assistants across weekdays, evenings, and weekends.
• Resolve guest inquiries and common issues in real time using sound judgment, urgency, and property-specific information.
• Escalate complex guest, maintenance, or property-readiness issues to the appropriate stakeholders while maintaining ownership of frontline resolution.
• Monitor operational dashboards, guest requests, tasks, and messages to ensure properties are guest-ready and all issues are completed on time.
• Maintain accurate records of guest interactions, issues, and resolutions within company systems (e.g., PMS, Breezeway) to ensure operational visibility and accountability.
• Support adherence to standard operating procedures (SOPs) and operational workflows across the guest services function.
• Proactively identify and flag at-risk stays to prevent service failures and negative guest experiences.
• Partner with the Guest Services Director to improve team autonomy, streamline operations, and reduce process bottlenecks.

Competencies and Qualifications

Must-Have

• 2+ years of experience in guest services, hospitality, customer support, or property management, preferably in short-term rentals, hotels, or vacation rentals
• Excellent written and spoken English communication skills
• Experience managing guest communications across OTA booking platforms and property management systems (PMS)
• Strong conflict resolution, problem-solving, and customer service skills
• Ability to remain calm, accurate, and professional in high-volume, fast-paced environments
• Strong prioritization, multitasking, and organizational skills
• Self-motivated with the ability to work independently and with minimal supervision
• Willingness to work rotating schedules, including weekends

Nice-to-Have

• Experience with Breezeway and PMS platforms such as Streamline, Guesty, or Hostaway
• Prior experience supporting US-based vacation rental operations

What We Offer

• 100% Remote Work
• 13th Month Pay
• Healthcare (HMO)
• Comprehensive Fringe Benefits package
• Paid Service Incentive Leave (SIL)
• Paid Philippines Holidays
• Free Learning and Development Programs

Application Process

We understand that searching for a new job can be challenging, and we're here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we'll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.