Hotel Reservations and Guests Specialist (Philippines, Remote)

GrowthAssistant; Philippines; Teletrabalho; PHP 350 000 - 520 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully Remote

Health Coverage (depends on location)

Paid Holidays

PTO

Parental Leave

Anniversary Bonus

Referral Bonus

Resumo da oferta

GrowthAssistant, LLC is hiring a Hotel Reservations and Guests Specialist to support 24/7 self-check-in initiatives for hotels using a range of property management systems. The role emphasizes written communication, rapid problem solving, and cross-system navigation to ensure smooth guest arrivals across multiple properties.

The ideal candidate has 1–3+ years in hotel reservations or front desk roles, strong PMS fluency, and a calm, service-oriented approach in a fast-paced, remote team.

Qualificações

• 1–3+ years in hotel reservations, front desk, guest services, or live support.
• Hands-on experience with one or more PMS systems and reservation lookup, check-in, folios, and payments.
• Ability to multitask while keeping the guest updated and informed.
• Concise, warm written communication as the primary channel; capable verbal tone when needed.
• Reliable, calm, and proactive in adjusting to evolving workflows and strict SOPs.

Responsabilidades

• Act as live agent behind a self-service kiosk for guided check-ins.
• Locate and verify reservations across multiple PMS systems and finalize check-ins.
• Collect payments, deposits and virtual cards; manage room assignment and keys.
• Troubleshoot in real time across PMS, kiosk app, and key-encoding software; escalate as needed.
• Document guest interactions with privacy and compliance in mind; provide product feedback to improve processes.

Conhecimentos

Hospitality experience

PMS fluency

Multitasking

Clear communication

Composure

Reliability

Remote setup

Ferramentas

Opera Cloud

Choice Advantage

Hotelkey

Cloudbeds

Mews

InfoHMS

SkyTouch

Guesty

Rent Manager

Descrição da oferta de emprego

GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action — and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.

The Opportunity

We're hiring a Hotel Reservations and Guests Specialist for a fast-growing hospitality technology company that helps hotels offer contactless, self-service guest check-in. As part of a newly launched team providing 24/7 coverage, you'll be the live agent behind the self-check-in kiosk — locating reservations, verifying identity, taking payments, encoding keys, and guiding guests through arrival across multiple hotel properties and property management systems. Most of this work happens through clear written communication, with a quick move to a call or message when a guest needs a human touch. Because the program is still being built, you'll work in a fast-paced, evolving environment where your day-to-day insight directly shapes how the model scales.

What Your Day-to-Day Will Look Like

• Kiosk Check-In Support: Act as the live agent behind a self-service check-in kiosk, guiding guests step by step through arrival. Communication is primarily written and visual, and you'll switch to voice, phone, or messaging only when a guest gets stuck.
• Reservations & PMS Navigation: Locate and verify reservations, confirm stay details, and complete check-in across multiple hotel property management systems (e.g., Opera Cloud, Choice Advantage, Hotelkey, Cloudbeds, Mews, InfoHMS), cross-checking booking details when something doesn't add up.
• Payments, Rooms & Keys: Collect payments, deposits, and virtual cards, handle room assignment and key encoding, and adjust folio charges accurately.
• Real-Time Troubleshooting: Move fluidly between the PMS, the kiosk app, and key-encoding software at the same time, resolving issues such as missing reservations, payment problems, or key and door-access errors before escalating.
• Escalation & Judgment: Follow property-specific workflows and SOPs across several hotels, and know when to act and when to elevate — urgent guest issues to on-site property staff, and system or workflow issues to the internal customer operations, product, and engineering teams — flagging safety or compliance concerns right away.
• Documentation & Compliance: Accurately document guest interactions and exceptions, and maintain strict adherence to privacy, identity verification, and compliance standards.
• Feedback & Product Input: Because workflows are still evolving, share structured feedback on friction points to help refine the product and the processes behind it.
• Customer Ops Support: During downtime, support customer operations tasks such as account setups, field operations overflow, and ticket support.

What You Bring

• Hospitality Experience: 1–3+ years in hotel reservations, front desk, guest services, or similar live customer-facing support. A well-rounded hotel background (for example, reservations combined with front office, concierge, sales, or property management) is preferred over front-desk-only experience.
• PMS Fluency: Hands-on experience with one or more hotel or property management systems (Opera Cloud, Choice Advantage, Hotelkey, Cloudbeds, Mews, InfoHMS, or SkyTouch; Guesty and Rent Manager also relevant), a solid command of reservation lookup, check-in, folios, and payment handling, and the ability to ramp quickly on new systems.
• Multitasking & Tool Navigation: Ability to multitask and navigate three or more tools at the same time (for example, a PMS, a kiosk app, and key-encoding software, plus chat or ticketing tools) while staying accurate and keeping the guest informed, without needing step-by-step direction.
• Clear Communication: Concise, warm, and polished written communication as the primary channel, paired with a guest-friendly, professional verbal tone when a call is needed.
• Composure & Ownership: Stays calm and solution-oriented with tired or frustrated guests, follows SOPs while using sound judgment on when to troubleshoot or elevate, and takes accountability for mistakes.
• Reliability & Adaptability: Dependable attendance for overnight coverage, and openness to new processes, updates, and changes as workflows evolve.
• Remote Setup: A strong internet connection and a quiet, professional remote workspace.

Bonus Points if:

• You have experience with night audit, graveyard shifts, or overnight hotel operations.
• You have experience supporting multiple hotel properties or brands.
• You have resolved booking-source (OTA) discrepancies, payment disputes, or chargebacks.
• You have worked in short-term rental or property management, including troubleshooting smart-lock or door-code access.
• You have prior remote, chat, or video-based customer service experience, ideally with ticketing or CRM tools such as Zendesk or HubSpot.
• You have exposure to hospitality compliance or safety-sensitive situations.
• You are multilingual, especially in Spanish or other common hospitality languages.

What We Offer

At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world's best brands scale. We believe that the right talent, placed in the right role, changes everything — and that starts with how we take care of you.

We support your life inside and outside of work with a comprehensive benefits package:

• Fully Remote: 100% Remote work environment, never fight traffic again
• Health Coverage: HMO (depending on location) after 90 days of service
• Time to Recharge: 7 Paid Holidays and up to 6 PTO days per year
• Family First: Parental leave after 1 year of service

We offer additional incentives for go-getters and proven performers!

• Anniversary bonus ($100 at 1 year; $200 at 2 years)
• Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client

GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.