Guest Communications Specialist

Better Talent by Laveer & Co.; México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading hospitality company is seeking a remote Guest Communications Specialist. Responsibilities include managing guest inquiries with exceptional communication and empathy, while ensuring a high quality of service. Ideal candidates have 1–2 years of experience in customer service, particularly within the vacation rental industry. This position offers a monthly salary ranging from $1,000 to $1,200, along with paid time off and a consistent work schedule.

Servicios

Paid time off

Location independent

Clearly defined guidelines

Formación

• 1–2 years of customer service experience in the vacation rental or short-term rental industry.
• Exceptional written communication skills.
• Demonstrated ability to follow detailed procedures.

Responsabilidades

• Respond promptly to guest inquiries through multiple platforms.
• Troubleshoot guest concerns with empathy.
• Maintain detailed records of interactions.

Conocimientos

Customer service experience

Exceptional written communication skills

Organizational skills

Multi-tasking ability

Attention to detail

Calmness under pressure

Herramientas

Streamline

Breezeway

ChatGPT

Descripción del empleo

COMPANY OVERVIEW:

Join our heart-driven story.

At Hosting from the Heart (HFTH), our roots run deep in the art of genuine hospitality. Born from a family's cherished tradition of welcoming guests into a beloved cabin, we’ve evolved into a thoughtfully curated collection of over 30 properties in the heart of Colorado. Our ethos centers on creating a "Luxurious Home Away from Home Experience" where every detail is designed to make both guests and team members feel valued, inspired, and at ease.

Working with us means being part of a story that transcends traditional property management. We believe in fostering warmth, creativity, and meaningful connections at every touchpoint. Our commitment to impeccable service and personalized guest experiences isn't just a business strategy; it’s a passion that infuses every aspect of our operations. This is a place where your ideas are not only heard but celebrated, and where every day brings an opportunity to craft unforgettable moments.

Join HFTH and be part of a company where the heart of hospitality meets innovative excellence. Here, you’ll contribute to an evolving legacy of care, creativity, and connection, all while advancing a career that makes a tangible difference in people’s lives.

POSITION SUMMARY:

As our remote and independent Guest Communications Specialist, you'll be the calm, capable voice behind every guest message and inquiry. We’ll rely on your organizational skills to keep communications running smoothly, especially when the inbox gets busy. Reporting directly to our leadership team, you’ll serve as the primary point of contact for guests, handling communications with patience, professionalism, and accuracy. This includes providing detailed answers to booking questions and resolving issues with empathy and tact. This role is critical

If you prefer a role with structure and consistency, you’ll feel right at home with our well-defined workflows, steady pace, and commitment to excellence. You’ll also enjoy the freedom to work independently in a remote setting with support from our like-minded team. In this role, you’ll play a key part in ensuring our guests feel valued and cared for, taking pride in creating unforgettable experiences that make their stay truly exceptional. Reliable WiFi and a WiFi backup are a requirement for this position. As part of your application, please write a brief cover letter outlining why you are an ideal fit for the role and what specifically drew you to this opportunity.

RESPONSIBILITIES:

• Respond promptly and professionally to guest inquiries through various communication platforms and booking platforms.
• Deliver clear, consistent, high-quality messaging to offer top-tier support.
• Troubleshoot guest concerns with accuracy and empathy, escalating when necessary.
• Coordinate with internal teams to provide timely solutions and ensure seamless guest experiences.
• Maintain detailed records of interactions to ensure that nothing falls through the cracks.
• Use provided tools and templates while tailoring responses to each guest’s needs.
• Spot trends in guest feedback to uncover opportunities for improving service and creating unforgettable experiences.

QUALIFICATIONS:

• 1–2 years of experience in customer service, within the vacation rental or STR (short-term rental) industry.
• Exceptional written communication skills
• Demonstrated ability to follow detailed procedures and maintain consistency
• Must be able to multi task and handle static work while maintaining control over guest communication
• Comfortable using communication and property management software, experience with tools like Streamline and Breezeway is a plus, as is experience with ChatGPT
• Exceptional organizational skills and a sharp eye for detail
• Ability to remain calm, courteous, and solution-focused under pressure
• Reliable WiFi and a WiFi backup are a requirement for this position.
• As part of your application, please write a brief cover letter outlining why you are an ideal fit for the role and what specifically drew you to this opportunity.

COMPENSATION & BENEFITS:

Monthly Salary: $1,000 - $1,200 per month

Benefits:

• Paid time off, such as PTO, sick days, and vacation days
• Location independent
• Clearly defined guidelines, processes, and responsibilities, so you always know what’s expected and how to deliver.
• The day-to-day consistency of guest communication tasks allows you to plan and work efficiently.

Schedule:

• Consistent schedule, with some weekend expectations

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