Remote Guest Experience Specialist

CS Outsource; Colombia; A distancia; COP 27.900.000 - 50.220.000; Jornada completa

Descripción de la vacante

CS Outsource is seeking a Guest Communication Specialist to join our growing short-term rental team. You will manage guest communication before, during, and after stays across phone, email, SMS, and messaging platforms to ensure a seamless guest experience.

The ideal candidate has at least 2 years in customer service or hospitality, experience with Airbnb/Booking.com/VRBO, excellent English, strong problem-solving, and the ability to juggle multiple conversations with remote teams.

Formación

• Minimum of 2 years of experience in customer service or hospitality.
• Experience with Airbnb, Booking.com, VRBO, or similar OTAs.
• Excellent written and verbal English communication.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple conversations and tasks in a fast-paced environment.
• Strong organizational skills with attention to detail.
• Ability to work independently while collaborating with remote teams.
• Proficiency with property management systems or CRM software.

Responsabilidades

• Manage guest communication before, during, and after stays via phone, email, SMS, and messaging platforms.
• Respond promptly to guest inquiries across Airbnb, Booking.com, VRBO, and other booking platforms.
• Coordinate guest check-ins, check-outs, and provide accurate arrival instructions.
• Handle reservation modifications, cancellations, and special requests.
• Resolve guest concerns, complaints, and urgent issues in a professional and timely manner.
• Coordinate with housekeeping, maintenance, and operations teams to ensure properties are guest-ready.
• Monitor guest satisfaction and encourage positive reviews.
• Maintain accurate records of guest interactions and reservation details.
• Escalate complex issues when necessary and ensure they are resolved promptly.
• Support day-to-day operational tasks to enhance the overall guest experience.

Conocimientos

Customer service

Hospitality

Guest communications

English proficiency

Problem solving

Multitasking

Detail oriented

Remote collaboration

CRM software

Herramientas

CRM software

Descripción del empleo

CS Outsource is seeking a Guest Communication Specialist to join our growing short-term rental team. You will manage guest communication before, during, and after stays across phone, email, SMS, and messaging platforms to ensure a seamless guest experience.

The ideal candidate has at least 2 years in customer service or hospitality, experience with Airbnb/Booking.com/VRBO, excellent English, strong problem-solving, and the ability to juggle multiple conversations with remote teams.