Guest Services Coordinator (Remote)

Placements24; Queenstown; Remote; NZD 42,000 - 64,000; Full time

Benefits offered by this job

Fully remote work

Professional development

Flexible schedule

Job summary

The fully remote Guest Services Coordinator role involves being the central point of contact for guests, resolving inquiries and coordinating with departments to ensure satisfaction.

You will maintain CRM records, monitor feedback, and contribute to service standards while supporting a flexible, customer-focused hospitality team. A high school diploma and strong English communication are required; hospitality education is a plus.

Qualifications

• Experience in guest services or hospitality-related role.
• Excellent written and verbal English communication.
• Strong organizational and multitasking abilities.
• Proficient with email, chat, video calls and CRM tools.
• Able to work independently from a remote home office.
• Stable internet connection and home workspace required.
• Positive attitude and customer-centric approach.
• Willingness to adapt to changing schedules.
• High school diploma or equivalent; hospitality education a plus.

Responsibilities

• Serve as primary contact for guests and resolve inquiries.
• Coordinate with departments to fulfill guest requests.
• Monitor guest feedback and suggest service improvements.
• Provide information on services, amenities, and local attractions.
• Maintain guest records and logs in the CRM.
• Adhere to company policies in all interactions.
• Manage workload to meet remote SLAs.
• Support development and implementation of service standards.

Skills

Customer service

English proficiency

Multitasking

Communication skills

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client is a leader in innovative hospitality solutions and is looking for a proactive and detail-oriented Guest Services Coordinator to join their fully remote team. In this role, you will be instrumental in ensuring a seamless and positive experience for all guests, acting as a central point of contact for inquiries, requests, and issue resolution. You will leverage technology and your exceptional communication skills to provide personalized support and anticipate guest needs. This is an excellent opportunity for individuals passionate about hospitality and seeking the flexibility of a remote position. You will collaborate with various internal departments to fulfill guest requirements and contribute to maintaining our client's high standards of service excellence from anywhere. The ability to manage your workload effectively and maintain a high level of professionalism in a virtual setting is key to success in this role.

Key Responsibilities

• Serve as the primary point of contact for guests, addressing inquiries and resolving issues promptly and efficiently via digital channels.
• Coordinate with various departments (e.g., housekeeping, maintenance, F&B) to fulfill guest requests and ensure satisfaction.
• Proactively monitor guest feedback and identify opportunities to enhance service delivery.
• Provide information and recommendations regarding services, amenities, and local attractions.
• Maintain accurate guest records and interaction logs within the company's CRM system.
• Assist in the development and implementation of guest service standards and procedures.
• Handle special requests and VIP arrangements with discretion and efficiency.
• Contribute to team efforts by sharing insights and collaborating on service improvements.
• Ensure adherence to company policies and procedures in all guest interactions.
• Manage and prioritize tasks effectively to meet service level agreements in a remote environment.

Requirements

• Previous experience in guest services, customer support, or a hospitality-related role is essential.
• Excellent written and verbal communication skills in English.
• Strong organizational skills and the ability to multitask effectively.
• Proficiency in using digital communication platforms (email, chat, video conferencing) and CRM software.
• Ability to work independently, manage time efficiently, and maintain productivity remotely.
• A stable internet connection and a suitable home office environment are required.
• A positive attitude, strong problem-solving skills, and a customer-centric approach.
• Flexibility to adapt to changing schedules and guest needs.
• High school diploma or equivalent required; further education in hospitality is a plus.

Benefits

• Competitive salary and compensation package.
• Fully remote work opportunity, offering excellent work-life balance.
• Professional development and training programs.
• The chance to be part of an innovative and growing hospitality company.
• A supportive virtual team environment.