Remote Guest Experience & Reservations Specialist

Cloudstaff Philippines Inc.; Philippines; Remote; PHP 300,000 - 480,000; Full time

Benefits offered by this job

Health insurance

Flexible leave credits

Company-provided PC/laptop

Fiber internet connection

Tech-on-Wheels support

Social clubs & groups

International career growth

Referral incentives

In-house psychiatrist

Job summary

Cloudstaff Philippines Inc. is seeking a remote Guest Relations Specialist to act as the first point of contact for guests across our short-term rental portfolio.

You will handle the full guest journey from pre-arrival to post-stay, across multiple properties and brands, working autonomously within SOPs and escalation protocols. Key responsibilities include managing communications on OTA platforms, coordinating check-in/check-out, performing daily ops checks, vetting bookings, coordinating with

Qualifications

• Experience with Australian STR companies is essential.
• Hands-on OTA platform experience (Airbnb, Booking.com, Vrbo).
• Experience with property management systems (Resly or similar).
• Professional written English; ability to manage high-volume, multi-property workloads.
• Strong remote work discipline and availability for AEST hours.

Responsibilities

• Manage guest communications across Airbnb, Booking.com, Vrbo, and email.
• Coordinate check-in/check-out, including access, arrivals, and departures.
• Complete daily operational checks - payments, bonds, arrival info, check-in forms.
• Vet new bookings - ID verification, screening, flagging at-risk reservations.
• Liaise with cleaning teams for turnovers, issues, and last-minute changes.
• Monitor and flag guest reviews across all OTAs platforms.
• Log incidents, complaints, and notable guest behaviour accurately.
• Escalate maintenance issues, refund requests and disputes - never act independently.

Skills

Professional written English

Remote work discipline

Multi-property management

SOP adherence

High-volume handling

Tools

Airbnb

Booking.com

Vrbo

Resly or similar PMS

Job description

Cloudstaff Philippines Inc. is seeking a remote Guest Relations Specialist to act as the first point of contact for guests across our short-term rental portfolio.

You will handle the full guest journey from pre-arrival to post-stay, across multiple properties and brands, working autonomously within SOPs and escalation protocols. Key responsibilities include managing communications on OTA platforms, coordinating check-in/check-out, performing daily ops checks, vetting bookings, coordinating with