Remote Guest Experience Specialist — 5-Star Stays

CS Outsource; Chile; Presencial; CLP 8.928.000 - 13.392.000; Jornada completa

Descripción de la vacante

CS Outsource is seeking a Guest Relations Specialist to join our growing short-term rental team and ensure guests receive an exceptional experience from booking through checkout.

You will be the primary point of contact for guests, handling inquiries, special requests, and issues while coordinating with property management, housekeeping, and maintenance teams. This role offers remote work and flexible hours to support global guest needs.

Formación

• 1+ year of experience in guest relations, hospitality, customer service, or short-term rental management.
• Experience with Airbnb, Booking.com, VRBO, Guesty, Hostaway, Hospitable, Hostfully, or similar platforms.
• Excellent written and verbal English communication skills.
• Strong customer service and conflict-resolution skills.
• Attention to detail and organizational abilities.
• Ability to manage multiple conversations and priorities.
• Calm and professional when handling time-sensitive situations.
• Remote-friendly with distributed teams.
• Willingness to work flexible hours, weekends, or holidays.

Responsabilidades

• Manage guest communication across Airbnb, Booking.com, VRBO, email, and messaging platforms.
• Respond quickly and professionally to pre-booking, pre-arrival, in-stay, and post-stay inquiries.
• Coordinate check-ins, check-outs, early check-in/late checkout requests, and special guest arrangements.
• Handle guest complaints and urgent issues with professionalism, empathy, and sound judgment.
• Troubleshoot common property and guest issues and coordinate with cleaners, maintenance teams, and local vendors.
• Monitor upcoming reservations and proactively communicate important arrival information.
• Follow up on maintenance, cleaning, and guest requests until they are fully resolved.
• Maintain accurate guest notes and communication records within the PMS/CRM.
• Help protect and improve guest satisfaction, reviews, ratings, and overall property performance.
• Identify recurring guest issues and recommend improvements to processes and guest communications.
• Assist with updating guest messaging templates, FAQs, house rules, and SOPs.
• Escalate serious incidents, refunds, disputes, or operational issues when necessary.

Conocimientos

Guest Relations

Hospitality

Communication

Problem Solving

Organization

Remote Collaboration

Customer Service

Herramientas

Airbnb

Booking.com

VRBO

Guesty

Hostaway

Hospitable

Hostfully

Descripción del empleo

CS Outsource is seeking a Guest Relations Specialist to join our growing short-term rental team and ensure guests receive an exceptional experience from booking through checkout.

You will be the primary point of contact for guests, handling inquiries, special requests, and issues while coordinating with property management, housekeeping, and maintenance teams. This role offers remote work and flexible hours to support global guest needs.