Guest Experience Specialist - PMS

GUEST READY; Brasil; Hybrid; BRL 48,000 - 72,000; Full time

Benefits offered by this job

Fully Remote Work

International Environment

Career Development

Continuous Learning

Collaborative Culture

Innovation & Technology

Job summary

GuestReady in Brazil is seeking a proactive Guest Experience Specialist for the PMS team. You will be the main contact for guests at partner properties, communicating via messaging and calls to ensure timely, accurate, and friendly support from booking to check-out.

You'll manage a portfolio of properties and adapt to each partner's procedures, striving for exceptional guest experiences while coordinating with remote teams across an international network.

Qualifications

• Fluency in English, French, and Portuguese, both written and spoken.
• Previous experience in customer service, hospitality, guest relations, or similar roles.
• Excellent written and verbal communication skills, with a customer-first mindset.
• Strong organizational skills and the ability to manage multiple conversations simultaneously.
• High attention to detail and the ability to follow different procedures and guidelines.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Confidence using digital platforms, customer support tools, and property management systems.
• Ability to work independently, take ownership of tasks, and collaborate effectively with remote teams.
• Flexibility to work rotating shifts, including evenings, weekends, and public holidays.

Responsibilities

• Guest Communication: Manage guest inquiries through messaging platforms and phone calls, providing professional and timely assistance with check-in instructions, house rules, Wi‑Fi access, and other stay-related questions.
• Reservation Management: Support guests with booking modifications, cancellations, additional guest requests, and payment-related inquiries, following each partner's policies.
• Issue Resolution: Identify and troubleshoot guest concerns, coordinating with the appropriate property management teams to resolve maintenance, housekeeping, or operational issues.
• Escalation Management: Handle urgent situations such as lockouts, noise complaints, and emergencies, escalating issues when necessary.
• Guest Satisfaction: Proactively identify potential problems, manage guest expectations, and contribute to consistently positive guest experiences.
• Partner Coordination: Adapt to different partner requirements, ensuring communication and issue resolution align with their procedures and service standards.
• Systems & Processes: Use internal tools and property management systems to manage reservations, track conversations, document incidents, and maintain accurate records.

Skills

Fluent English

Fluent French

Fluent Portuguese

Customer service

Hospitality

Communication

Organizational skills

Problem solving

Independent worker

Remote collaboration

Job description

Guest Experience

• Remote-Brazil
• Hybrid

Guest Experience Specialist – PMS

We usually respond within two weeks.

About GuestReady

GuestReady is a leading short‑term rental and hospitality management company operating across the UK, France, Portugal, Spain, Malaysia, and the UAE.

Since our founding in 2016, we've been transforming the short‑term rental industry through innovative technology and a strong commitment to delivering exceptional hospitality experiences.

Our Property Management Services (PMS) team provides guest communication services to external property management companies, helping them deliver seamless, high‑quality experiences to their guests.

We're now looking for a proactive, detail‑oriented, and customer‑focused Guest Experience Specialist to join our growing team!

About the Role

As a Guest Experience Specialist – PMS Team, you'll be the main point of contact for guests staying at properties managed by our partners.

You'll primarily communicate with guests through messaging platforms, handling phone calls when necessary, and ensuring they receive timely, accurate, and friendly support throughout their stay, from booking confirmation to check‑out.

You'll be responsible for a dedicated portfolio of properties and partners, adapting to their specific procedures, communication styles, and service expectations.

Your goal? Deliver an outstanding guest experience while ensuring smooth communication between guests and our partners.

Key Responsibilities

• Guest Communication: Manage guest inquiries through messaging platforms and phone calls, providing professional and timely assistance with check‑in instructions, house rules, Wi‑Fi access, and other stay‑related questions.
• Reservation Management: Support guests with booking modifications, cancellations, additional guest requests, and payment‑related inquiries, following each partner's policies.
• Issue Resolution: Identify and troubleshoot guest concerns, coordinating with the appropriate property management teams to resolve maintenance, housekeeping, or operational issues.
• Escalation Management: Handle urgent situations such as lockouts, noise complaints, and emergencies, escalating issues when necessary.
• Guest Satisfaction: Proactively identify potential problems, manage guest expectations, and contribute to consistently positive guest experiences.
• Partner Coordination: Adapt to different partner requirements, ensuring communication and issue resolution align with their procedures and service standards.
• Systems & Processes: Use internal tools and property management systems to manage reservations, track conversations, document incidents, and maintain accurate records.

What We're Looking For

• Fluency in English, French, and Portuguese, both written and spoken.
• Previous experience in customer service, hospitality, guest relations, or similar roles.
• Excellent written and verbal communication skills, with a customer‑first mindset.
• Strong organizational skills and the ability to manage multiple conversations simultaneously.
• High attention to detail and the ability to follow different procedures and guidelines.
• Strong problem‑solving skills and the ability to remain calm under pressure.
• Confidence using digital platforms, customer support tools, and property management systems.
• Ability to work independently, take ownership of tasks, and collaborate effectively with remote teams.
• Flexibility to work rotating shifts, including evenings, weekends, and public holidays.
• A proactive, adaptable, and positive attitude in a fast‑paced, international environment.

What We Offer

• Fully Remote Work: Work from the comfort of your home while being part of an international team.
• International Environment: Collaborate with colleagues from different countries and cultures.
• Career Development: Join a growing company with opportunities to learn, develop, and progress professionally.
• Continuous Learning: Benefit from ongoing training, coaching, and support to help you succeed.
• Collaborative Culture: Be part of a supportive team that values ownership, teamwork, and continuous improvement.
• Innovation & Technology: Work with modern tools and contribute to improving guest experiences in the hospitality industry.

At GuestReady, we believe that great talent comes from different backgrounds and experiences.

GuestReady is committed to building a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed.

Diversity & Culture

• Gender Harmony: Nearly a 50/50 split between men and women
• Inclusivity: Proudly include non‑binary colleagues, ensuring every voice is heard.
• Unity in Diversity: Embracing Over 60 Nationalities

Department Guest Experience

Location Remote-Brazil

Remote status Hybrid