Guest Experience Specialist

Boulevard Stays; Manila; Remote; PHP 407.000 - 488.000; Vollzeit

Benefits dieser Stelle

100% remote work

Zusammenfassung

Boulevard Stays is a US-based short-term rental operator offering 100% remote work. As a Guest Experience Specialist, you will be the voice of the company to guests via phone, SMS, email and chat.

You’ll fix problems, manage bookings, coordinate with cleaners and property managers, and log cases in Asana for seamless handoffs between shifts. You’ll learn properties, spot recurring issues, and contribute to process improvements while supporting data entry tasks.

Qualifikationen

• At least 2 years in a customer-facing role; hospitality experience is a plus.
• Fluent spoken and written English for US guests.
• Proven ability to handle difficult customers with calm and empathy.
• Comfort switching between multiple apps at once.

Aufgaben

• Answer guests fast and fix their problems.
• Calm upset guests and make things right.
• Change or move bookings and file damage claims.
• Work with cleaners, maintenance teams and property managers.
• Log every case in Asana so the next shift can pick it up.
• Learn properties well and suggest fixes; assist with admin and data entry.

Kenntnisse

Customer service

Conflict resolution

Multitasking

English fluency

Jobbeschreibung

Are you the one your team leader trusts with the angry customers? Do you still get paid the same as people who do half the work?

At Boulevard Stays, your pay follows your score. Read on.

About Boulevard Stays

We are a US company that runs short-term rentals. Our mission is to give every guest the consistency and quality of a hotel, every time. Our sales doubled in the past year. We plan to double our units and our team in the next 12 months.

We live by three values:

Better Together: we deliver more as a team than anyone can alone.

Never Enough: there is always room to improve, in any role.

Mean It: say what you mean, and do what you say.

The job

As our Guest Experience Specialist, you are the voice of Boulevard Stays for our guests. They reach you by phone, SMS, email and chat. They ask about bookings, local tips, and Wi‑Fi that stops working at 3 AM. You will:

Answer guests fast and fix their problems

Calm upset guests and make things right

Change or move bookings, and file damage claims

Work with cleaners, maintenance teams and property managers

Log every case in Asana so the next shift can pick it up

You will learn each property well, spot problems that keep coming back, and suggest fixes. We are growing fast, so you will help with admin and data entry too.

Our tools are Guesty, Slack, Dialpad, Asana, Google Sheets and WhatsApp (for work messages during your shift). We train you on all of them.

Results we expect

Guest satisfaction score of 90% or higher

Median reply time of 5 minutes on SMS, email, chat and booking‑platform messages

Answer at least 95% of calls

Ideas that make our work faster or our guests' stays better

Every quarter, a scorecard measures your work in five equal parts: guest messages, phone calls, Asana case notes, incident tracking, and reliability.

How you get paid and rewarded

Base pay: PHP 40,087 a month

Quarterly bonus: up to PHP 7,015 a month (up to PHP 21,045 each quarter), based on your score

With your full bonus, you earn about PHP 47,100 a month

13th-month pay: an extra month of base pay each year

Your score decides how much of your full bonus you get:

95 or above: 100%

92 to 94: 90%

90 to 91: 80%

87 to 89: 50%

85 to 86: 25%

Below 85: no bonus

You also get:

Pay raises based on your score: up to 5% for top scores, 0% below 85

Paid overtime, when approved

Paid time off and leaves

100% remote work from home, with no commute

Ongoing training and peer mentorship

A path to management: as our team doubles, new leadership roles open for top performers

This job is for you if:

You want your pay to grow when your work gets better

You like clear targets, and you check your own numbers

You stay calm and kind with an angry guest at 3 AM

You take feedback and improve every quarter

You want to lead a team one day

This job is NOT for you if:

You want the same pay no matter how you perform. Below 85, there is no bonus.

You can't work nights. This is a graveyard shift, and shifts rotate every quarter.

You want an easy job. Guests call with real problems, and some are upset.

You let messages wait. We reply to guests within minutes.

You plan to use AI to pass our test. Using AI means automatic rejection.

What you need

At least 2 years in a customer-facing job. Hotel or hospitality experience is a big plus.

Fluent spoken and written English, for US guests

A record of handling difficult customers with calm and empathy

Comfort switching between many apps at once

Internet of 15 Mbps or faster

A quiet, private place to work, with no noise from pets, TV or neighbors

How we hire

Our last ads for this job drew 2,000 to 8,500 applicants each. So we test every applicant the same way, and the best work wins.

Check your email. We send every applicant a 60‑minute online assessment with pattern puzzles and written guest scenarios. Your camera and screen are recorded. Do not use AI: using AI means automatic rejection. This is a skills test, not real work for our guests.

Do a recorded video interview.

Have a final interview with our founder.

Every hiring step comes to you through SEEK or by email. We never interview or hire over WhatsApp, and we never ask you to pay anything.