Front Desk & Guest Experience Specialist

Pt Surya Duta Perkasa; Blitar; Remote; IDR 167,400,000 - 245,520,000; Full time

Benefits offered by this job

Health insurance

Flexible working hours

Training & development

Collaborative team environment

Job summary

Pt Surya Duta Perkasa is seeking a Remote Guest Experience Specialist to join our expanding customer support team. You will be the primary point of contact for guests, addressing inquiries and resolving issues from your home office, ensuring a consistently positive experience across all touchpoints.

You will leverage hospitality principles and strong communication to deliver exceptional service, maintain loyalty, and support the client’s reputation for outstanding care.

Qualifications

• Prior experience in customer service, hospitality, or related field, preferably remote.
• Excellent written and verbal communication in English.
• Strong problem solving and a customer-centric mindset.
• Proficiency with CRM software and virtual communication tools.
• Ability to work independently, manage time effectively, and maintain a home office setup.
• Passion for delivering exceptional service and a positive attitude.

Responsibilities

• Respond to guest inquiries via email, chat, and phone in a timely and professional manner.
• Resolve guest issues and complaints efficiently, escalating when needed.
• Provide information about services, amenities, and policies to enhance the guest journey.
• Document all guest interactions and resolutions in the CRM system.
• Identify opportunities to improve the guest experience and provide feedback to management.
• Maintain understanding of the client's offerings and service standards.

Skills

Customer service

Tools

CRM software

Communication tools

Job description

Our client is looking for a dedicated and empathetic Remote Guest Experience Specialist to join their expanding customer support team. In this fully remote position, you will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring a consistently positive experience across all touchpoints. You will leverage your communication skills and understanding of hospitality principles to provide exceptional service from the comfort of your own home. This role is essential for maintaining our client's reputation for outstanding customer care and fostering loyalty among their clientele.

Key Responsibilities

• Respond to guest inquiries via email, chat, and phone in a timely and professional manner.
• Resolve guest issues and complaints efficiently, escalating complex problems to the appropriate departments.
• Provide information about services, amenities, and policies to enhance the guest journey.
• Document all guest interactions and resolutions accurately in the CRM system.
• Proactively identify opportunities to improve the guest experience and provide feedback to management.
• Maintain a thorough understanding of the client's offerings and service standards.

Requirements

• Previous experience in customer service, hospitality, or a related field, preferably in a remote capacity.
• Excellent written and verbal communication skills in English.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency with CRM software and virtual communication tools.
• Ability to work independently, manage time effectively, and maintain a dedicated home office setup.
• A passion for delivering exceptional service and a positive attitude.

Benefits

• Competitive salary with potential for performance‑based bonuses.
• Comprehensive benefits package, including health insurance.
• Flexible working hours with a fully remote setup.
• Opportunities for training and professional development in customer experience management.
• Be part of a supportive and collaborative team environment, contributing to a renowned hospitality brand.