Guest and Reservations Agent (VA) - WFH

Cloudstaff Philippines Inc.; Philippines; Remote; PHP 300,000 - 480,000; Full time

Benefits offered by this job

Health insurance

Flexible leave credits

Company-provided PC/laptop

Fiber internet connection

Tech-on-Wheels support

Social clubs & groups

International career growth

Referral incentives

In-house psychiatrist

Job summary

Cloudstaff Philippines Inc. is seeking a remote Guest Relations Specialist to act as the first point of contact for guests across our short-term rental portfolio.

You will handle the full guest journey from pre-arrival to post-stay, across multiple properties and brands, working autonomously within SOPs and escalation protocols. Key responsibilities include managing communications on OTA platforms, coordinating check-in/check-out, performing daily ops checks, vetting bookings, coordinating with

Qualifications

• Experience with Australian STR companies is essential.
• Hands-on OTA platform experience (Airbnb, Booking.com, Vrbo).
• Experience with property management systems (Resly or similar).
• Professional written English; ability to manage high-volume, multi-property workloads.
• Strong remote work discipline and availability for AEST hours.

Responsibilities

• Manage guest communications across Airbnb, Booking.com, Vrbo, and email.
• Coordinate check-in/check-out, including access, arrivals, and departures.
• Complete daily operational checks - payments, bonds, arrival info, check-in forms.
• Vet new bookings - ID verification, screening, flagging at-risk reservations.
• Liaise with cleaning teams for turnovers, issues, and last-minute changes.
• Monitor and flag guest reviews across all OTAs platforms.
• Log incidents, complaints, and notable guest behaviour accurately.
• Escalate maintenance issues, refund requests and disputes - never act independently.

Skills

Professional written English

Remote work discipline

Multi-property management

SOP adherence

High-volume handling

Tools

Airbnb

Booking.com

Vrbo

Resly or similar PMS

Job description

Job Description

You will be the first point of contact for guests across our short-term rental portfolio. Working remotely within our VA team, you will manage the full guest journey - from pre-arrival through to post-stay - across multiple properties and brands. This role requires flexibility, strong written communication, and the ability to work independently within clear SOPs and escalation protocols.

KEY RESPONSIBILITIES:

• Manage all guest communications across Airbnb, Booking.com, Vrbo, and email
• Coordinate check-in and check-out, including access, arrivals, and departures
• Complete daily operational checks - payments, bonds, arrival info, check-in forms
• Vet new bookings - ID verification, screening, flagging at-risk reservations
• Liaise with cleaning teams for turnovers, issues, and last-minute changes
• Monitor and flag guest reviews across all OTAs platforms
• Log incidents, complaints, and notable guest behaviour accurately
• Escalate maintenance issues, refund requests and disputes - never act independently

Qualifications and Requirements

• Australian STR company experience - essential
• Hands-on OTA platform experience (Airbnb, Booking.com, Vrbo)
• Property management system experience (Resly or similar)
• Professional written English - warm, clear, brand-appropriate
• Able to manage high volume across multiple properties simultaneously
• Reliable AEST availability and strong remote work discipline
• Experience with daily ops checks, guest vetting, and cleaner comms
• Comfortable working within SOPs, checklists, and escalation frameworks

Perks and Benefits

• Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent
• Flexible leave credits that can be used for vacation, emergencies, and sick leave
• Exciting Mid-Year Parties with giveaways and cash prizes!
• Endless opportunities for career advancement
• We set you up for success with a company-provided PC/laptop and fiber internet connection
• Tech-on-Wheels support
• Join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and networking opportunities
• Unlimited cash incentives for successful referrals
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - redeemable for useful items like appliances, kitchen gadgets, and more

CLOUDSTAFF: BUILD YOUR CAREER, ANYWHERE

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

WHY CLOUDSTAFF IS THE #1 WORKPLACE?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.