Remote Guest Experience Specialist

CS Outsource; Mexico; On-site; PHP 350,000 - 520,000; Full time

Job summary

CS Outsource invites a Guest Relations Specialist to join our short‑term rental team and deliver an exceptional guest experience from booking through checkout, with a flexible remote schedule.

You will be the primary point of contact for guests across Airbnb, Booking.com, VRBO and other platforms, handling inquiries, requests, and issues while coordinating with cleaners, maintenance, and operations to ensure smooth stays and high guest satisfaction.

Qualifications

• 1+ year of experience in guest relations, hospitality, customer service, or short-term rental/property management.
• Experience with Airbnb, Booking.com, VRBO, Guesty, Hostaway, Hospitable, Hostfully or similar platforms is highly preferred.
• Excellent written and verbal English communication skills.
• Strong customer service and conflict-resolution skills.
• Excellent attention to detail and organizational abilities.
• Comfortable managing multiple conversations and priorities simultaneously.
• Ability to remain calm and professional with time-sensitive guest situations.
• Strong problem-solving with a guest-first approach.
• Comfortable working remotely and collaborating with distributed teams.
• Willingness to work flexible hours, weekends, or occasional holidays.

Responsibilities

• Manage guest communication across Airbnb, Booking.com, VRBO, email, and messaging platforms.
• Respond quickly and professionally to pre-booking, pre-arrival, in-stay, and post-stay inquiries.
• Coordinate check-ins, check-outs, early check-in/late checkout requests, and special guest arrangements.
• Handle guest complaints and urgent issues with professionalism, empathy, and sound judgment.
• Troubleshoot common property and guest issues and coordinate with cleaners, maintenance teams, and local vendors.
• Monitor upcoming reservations and proactively communicate important arrival information.
• Follow up on maintenance, cleaning, and guest requests until fully resolved.
• Maintain accurate guest notes and communication records within the PMS/CRM.
• Help protect and improve guest satisfaction, reviews, ratings, and overall property performance.
• Identify recurring guest issues and recommend improvements to processes and guest communications.
• Assist with updating guest messaging templates, FAQs, house rules, and SOPs.
• Escalate serious incidents, refunds, disputes, or operational issues when necessary.

Skills

Communication

Customer service

Problem solving

Organization

Remote collaboration

Multitasking

English proficiency

Tools

PMS/CRM

Airbnb/Booking.com/VRBO platforms

Guesty

Hostaway

Hospitable

Hostfully

Job description

CS Outsource invites a Guest Relations Specialist to join our short‑term rental team and deliver an exceptional guest experience from booking through checkout, with a flexible remote schedule.

You will be the primary point of contact for guests across Airbnb, Booking.com, VRBO and other platforms, handling inquiries, requests, and issues while coordinating with cleaners, maintenance, and operations to ensure smooth stays and high guest satisfaction.