Remote Guest Experience Specialist

CS Outsource; Mexico; On-site; PHP 1,274,768 - 2,124,614; Full time

Job summary

CS Outsource is seeking a professional Guest Communication Specialist to join our growing short-term rental team. You will manage guest communications across the reservation lifecycle, coordinate with internal teams, and strive to deliver outstanding experiences for guests on a global scale.

This remote, full-time role requires at least 2 years in customer service or hospitality, experience with listings on Airbnb/Booking.com/VRBO, excellent English, strong problem-solving, and the ability to

Qualifications

• Minimum of 2 years in customer service, hospitality, guest communications, or short-term rental operations.
• Experience working with platforms such as Airbnb, Booking.com, VRBO, or similar online travel agencies.
• Excellent written and verbal English communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple conversations and tasks simultaneously in a fast-paced environment.
• Proficiency with property management systems or CRM software is an advantage.

Responsibilities

• Manage guest communication before, during, and after each stay via phone, email, SMS, and messaging platforms.
• Respond promptly to guest inquiries across Airbnb, Booking.com, VRBO, and other booking platforms.
• Coordinate guest check-ins, check-outs, and provide accurate arrival instructions.
• Handle reservation modifications, cancellations, and special requests.
• Resolve guest concerns, complaints, and urgent issues in a professional and timely manner.
• Coordinate with housekeeping, maintenance, and operations teams to ensure properties are guest-ready.
• Monitor guest satisfaction and encourage positive reviews.
• Maintain accurate records of guest interactions and reservation details.
• Escalate complex issues when necessary and ensure they are resolved promptly.
• Support day-to-day operational tasks to enhance the overall guest experience.

Skills

Customer service

Hospitality

Guest communications

Conflict resolution

Multitasking

Time management

Attention to detail

Remote collaboration

English proficiency

CRM familiarity

Tools

Guesty

Hostaway

Hospitable

Lodgify

OwnerRez

CRM software

Job description

CS Outsource is seeking a professional Guest Communication Specialist to join our growing short-term rental team. You will manage guest communications across the reservation lifecycle, coordinate with internal teams, and strive to deliver outstanding experiences for guests on a global scale.

This remote, full-time role requires at least 2 years in customer service or hospitality, experience with listings on Airbnb/Booking.com/VRBO, excellent English, strong problem-solving, and the ability to