Guest Experience Executive - English Speaking

Houst Limited.; Manila; Remote; PHP 391,000 - 413,000; Full time

Job summary

Houst is seeking a customer support specialist to join our remote team serving hosts and guests with inquiries and bookings. The role emphasizes professional communication, problem solving, and a guest-first mindset.

Based in the Philippines as an Independent Contractor, you’ll work 5 days a week with varied shifts, handling inbound messages, calls, and CRM updates to ensure a smooth hosting experience across our platform.

Qualifications

• Handle inbound messaging and listen to guest concerns promptly.
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Responsibilities

• Handle inbound messages promptly and professionally.
• Proactively engage with guests via calls and follow up on requests.
• Resolve guest issues quickly with professional problem solving.
• Provide accurate information on Houst properties, policies, and procedures.
• Manage reservations and bookings to ensure a smooth experience.
• Record interactions in the CRM accurately.
• Be adaptable across a range of tasks and guest situations.

Skills

Fluent English

Excellent verbal & written comms

Active listening

Customer service skills

Multitasking

Time management

Problem solving

CRM software

Remote work readiness

Hospitality knowledge (beneficial)

Tools

CRM software

Job description

We're Houst, a professional property management company on a mission to make short term letting simple and stress free for hosts. Since 2015, we've supported thousands of hosts across more than 20 cities worldwide, from Auckland to Lisbon, and we're still growing.

Our guests range from weekend travellers to long stay professionals. Their experience matters, and that's where you come in.

Working Schedule: The role requires 5 days per week, with 8-hour rotative shifts scheduled between 1:00 AM and 6:00 PM UK time, Monday to Sunday, including weekends and public holidays. The specific shift pattern will be determined based on business and operational requirements to ensure appropriate coverage across our busiest periods.

What you’ll be doing

• Expertly handle inbound messaging, ensuring guests' concerns are heard and addressed promptly and professionally.
• Proactively engage with guests through inbound and outbound calls, diligently following up on requests and enquiries.
• Transform customer complaints into resolutions through timely, professional, and effective problem-solving.
• Serve as a trusted source of current and accurate information on Houst’s properties, policies, and procedures.
• Efficiently oversee reservations and bookings through our platforms, ensuring a seamless booking experience.
• Diligently maintain comprehensive and accurate records of all customer interactions in the company’s CRM system.
• Display flexibility and a can-do attitude when handling a diverse range of tasks and customer situations.

It's fast paced, sometimes unpredictable, and no two shifts look exactly the same.

• Fluent or business proficient in English, with excellent verbal and written communication skills.
• Willingness to work varied shifts, including evenings, weekends, and public holidays.
• Exceptional telephone manner, customer service, active listening, and verbal and written communication skills.
• Proficient in computer usage, particularly with CRM software and other digital platforms.
• Strong multitasking and time-management abilities.
• Proven problem-solving skills and the capacity to handle challenging customer interactions professionally.
• Knowledge of the hospitality industry is beneficial.
• Remote work readiness.
• Currently based in the Philippines and legally able to work as an Independent Contractor in the Philippines.

You’ll also need:

• A quiet, dedicated workspace
• Headset with mic and webcam
• Stable high speed internet with backup, minimum 5 Mbps
• Laptop or desktop with at least quad core 2.5GHz CPU, 8GB RAM, 128GB SSD

Important to know

• This is a contractor role.
• We do not provide government mandated benefits such as SSS, PAGIBIG or PhilHealth.
• We do not provide equipment. You'll need to meet the minimum tech requirements before starting.

Salary: 35,000- 37,000 PHP per month (dependent on experience)

• Contract & Compensation Contract type: Independent Contractor (IC)
• Contract duration: 12 months Location: Philippines Remote
• Compensation: PHP 35,000-PHP 37,000 per month
• The contractor will be responsible for their own taxes and any applicable statutory contributions.
• This position does not include employee benefits, including paid annual leave, paid sick leave, or other employee benefits.
• The contractor will be responsible for providing and maintaining their own equipment, workspace, internet connection, and any other resources required to perform the role.