Guest Experience Coordinator

AvantStay; Mexico; On-site; PHP 518,000 - 864,000; Full time

Benefits offered by this job

Flexible & fully remote - work from"";

Job summary

AvantStay is seeking a Guest Experience Agent to support guests from inquiry through check-out. You will work with field operators to ensure property expectations are met and deliver top-tier service.

The role requires strong communication, quick responsiveness, and the ability to manage multiple guest interactions across phone, email, and text. Applicants should have 2+ years in customer service or concierge roles, experience with Zendesk, and comfort in a call center environment.

Qualifications

• 2+ years in customer service and/or concierge roles.
• Fluency in English is required.
• Experience in a call center environment is preferred.
• Strong communication skills and attention to detail.
• Ability to explain business issues and technical concepts clearly.

Responsibilities

• Talk to escalated guests and troubleshoot issues.
• Make reservations based on guest requirements and budget.
• Respond to guest messages promptly to build open, welcoming relationships.
• Interact with guests via phone, email, and text message.
• Support field operations to maintain a consistent guest experience.
• Keep systems updated with customer and property details.
• Provide accurate information on AvantStay properties and policies.

Skills

Customer service

Communication

Team collaboration

Attention to detail

Tools

Zendesk

Job description

Who We Are...

AvantStay delivers exceptional, unique stays for group travelers. The company has built a tech-enabled millennial hospitality brand to be the new standard for group experience. We are venture funded and growing rapidly in the explosive $100+ billion dollar STR industry.

Who We Are...

AvantStay delivers exceptional, unique stays for group travelers. The company has built a tech-enabled millennial hospitality brand to be the new standard for group experience. We are venture funded and growing rapidly in the explosive $100+ billion dollar STR industry.

What We Are Looking For…

As a Guest Experience Agent, you’ll support guests from the moment they inquire about one of our properties to the end of their stay. Additionally, you’ll work closely with our field operators to maintain and deliver on property expectations. This person will have excellent communication, interpersonal and critical thinking skills in order to support our guests' inquiries.

What you’ll do…

• Talk to escalated guests and troubleshoot guest issues.
• Make reservations for customers based on their various requirements and budgetary allowances.
• Respond to guest messages promptly and personally, adhering to our strict SLA with the goal of establishing an open, welcoming relationship.
• Interact with guests via phone, email, and text message.
• Support field operation teams in maintaining a consistent guest experience.
• Keep relevant systems updated with customer information and property details.
• Provide knowledgeable and accurate information regarding AvantStay properties and policies.
• Build and maintain positive relationships with field operators and local vendors.
• Provide the highest level of customer support to all current and future guests.

Requirements

• Fluency in English is required.
• Availability for full-time shifts during Eastern Standard Time business US business hours (7am-7pm) + weekend availability.
• 2+ year in customer service and/or concierge experience required.
• Experience with Zendesk.
• Experience in a call center environment.
• Strong communication skills and close attention to detail.
• Positive, enthusiastic and passionate about providing great customer service to our guests.
• Ability to understand and convey both business issues and technical concepts.
• Reliable, with a strong understanding of team dynamics.
• Excellent self-management skills, and the ability to prioritize and deliver work to meet tight deadlines
• Background in real estate and/or short-term rentals (preferred).

Benefits

• Flexible & fully remote - work from anywhere!
• Full-time position
• Pay range is USD $6-10/hour based on experience & location