Remote Guest Experience Coordinator

Cloudstaff Philippines Inc.; Philippines; On-site; PHP 2,627,000 - 3,877,000; Full time

Benefits offered by this job

Employee Share Units

Cloudstaff Dream Points

Health and life insurance on day 16

Career advancement opportunities

Flexible leave credits

In-house psychiatrist for well-being

International career growth and Lifew

EAP through Lifeworks

CS Social Clubs and Special Interest

Job summary

Lane House is seeking a Customer Experience Admin to remotely manage guest, member, and client communications during Australian business hours. You will coordinate hotel bookings, membership management, and event space inquiries, delivering warm and professional service across channels.

Role emphasizes operational hub duties, data accuracy in Muse PMS, and proactive communication with the Hotel Manager and teams, ensuring smooth handovers and issue resolution.

Qualifications

• Minimum 2 years in a customer-facing service role in hospitality or high-volume environments.
• Ability to manage multiple channels with professionalism and accuracy under time pressure.
• Experience using a Property Management System (Muse, Opera, Protel, RMS or similar).
• Excellent written and verbal communication in Lane House tone.

Responsibilities

• Respond to inbound enquiries across phone, email, WhatsApp, and in-app messaging within SLAs.
• Manage pre-arrival communications, reservations, amendments, and cancellations in Muse PMS.
• Maintain guest profiles and notes to support personalised service.
• Coordinate with Hotel Manager for guest requests and post-stay follow-up.
• Handle membership enquiries, sign-ups, and communications for members.
• Support event space bookings, catering coordination, and confirmations.
• Triages and escalates complaints or safety concerns to Hotel Manager.

Skills

Multi-channel comms

Hospitality experience

Remote work discipline

Strong written English

Attention to detail

Tools

Muse PMS

Duve app

Opera

Protel

RMS

Job description

Lane House is seeking a Customer Experience Admin to remotely manage guest, member, and client communications during Australian business hours. You will coordinate hotel bookings, membership management, and event space inquiries, delivering warm and professional service across channels.

Role emphasizes operational hub duties, data accuracy in Muse PMS, and proactive communication with the Hotel Manager and teams, ensuring smooth handovers and issue resolution.