Remote Guest Experience Specialist

CS Outsource; Puerto Rico; On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Remote work

Job summary

CS Outsource is seeking a Guest Relations Specialist to serve as the primary contact for guests from booking through checkout. You'll manage multi-channel communications, coordinate check-ins and special requests, and collaborate with housekeeping and maintenance to ensure a seamless stay.

Strong English, hospitality mindset, problem solving, and ability to handle multiple conversations in a remote, distributed team environment are essential. Flexible hours and weekends may be required.

Qualifications

• 1+ year of experience in guest relations or hospitality.
• Experience with Airbnb, Booking.com, VRBO, or similar platforms preferred.
• Excellent written and verbal English communication skills.
• Strong customer service and conflict-resolution abilities.
• Ability to manage multiple conversations and priorities remotely.

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 they are 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

Guest relations

Customer service

English communication

Conflict resolution

Multitasking

Tools

Airbnb

Booking.com

VRBO

Guesty

Hostaway

Hospitable

Hostfully

Job description

CS Outsource is seeking a Guest Relations Specialist to serve as the primary contact for guests from booking through checkout. You'll manage multi-channel communications, coordinate check-ins and special requests, and collaborate with housekeeping and maintenance to ensure a seamless stay.

Strong English, hospitality mindset, problem solving, and ability to handle multiple conversations in a remote, distributed team environment are essential. Flexible hours and weekends may be required.