Guest Relations Representative

The Guest Relations Representative (Rotating/Float) is the primary leave and absence coverage resource for the entire iRealogics GRR team. This role covers the Marketing Specialist and GRR Rotating Representative on their rest days, fills the weekend evening gap when the STR Operations Specialist is off, and serves as the sick leave and annual leave float — ensuring no shift goes uncovered regardless of leave events across the full team. We are looking for a highly adaptable, flexible individual who is comfortable operating across multiple shift types and stepping into any GRR role as needed. The ideal candidate is a dependable team player with strong self-management skills who can operate independently in any shift window with minimal supervision.

What type of work will you be doing?

• PRIMARY FUNCTION: Sick leave and annual leave float for the entire GRR team — ensures no shift goes uncovered regardless of leave
• Cover Marketing Specialist and GRR Rotating Representative rest days
• Cover the weekend evening gap
• Weekday graveyard coverage during leave events
• Respond to all STR guest inquiries during covered shifts within required SLA windows
• Monitor Respond.io and all OTA channels during covered shifts
• Handle genuine emergencies — lockouts, property damage, urgent guest safety issues
• Prepare and submit complete handover logs at the end of every covered shift
• Maintain booking calendar accuracy and guest communication thread continuity during all coverage windows
• Be available and on-call for emergency coverage as directed by the Brand Manager

Tools required/preferred:

• Guest Communication / Inbox: Respond.io(or any similar app) , shared team email inbox
• OTA Platforms: Airbnb, Agoda, Booking.com, Trip.com
• Social media messaging applications (Messenger, Instagram direct, and etc)
• Analytics: Google Sheets, Excel dashboards
• Handover Logs / Task Tracking: Google Sheets, Airtable, Notion

Minimum qualifications:

• Open to fresh graduates or candidates with at least 6 months of customer service or guest relations experience
• Highly flexible and available to cover multiple shift types including graveyard, evening, and day shifts
• Strong written communication skills in English and Filipino
• Ability to work on short notice for emergency coverage situations
• Reliable, punctual, and able to operate independently with minimal supervision

Preferred qualifications:

• Bachelor's degree in Hospitality Management, Tourism, Communications, or any related field
• Prior experience in a float, reliever, or multi-role coverage position is a strong advantage
• Familiarity with OTA platforms or property management messaging tools
• Experience working across shifting schedules in a hospitality or service environment

What are the benefits of the position?

• Training and Development Programs
• Unlimited Career advancement opportunities
• Transportation Incentive
• Health Care Plan (HMO) with Dental and Vision upon regularization
• Group Life and Accident Insurance upon regularization
• Sick and Vacation Leave upon regularization. All unused sick leave is convertible to cash by the end of the year and will be distributed before the end of the first quarter of the succeeding year.
• Bereavement Leave of 3 days upon regularization
• Healthy and Encouraging Work Environment
• 13th Month Pay as mandated by the Philippine Government
• Government Mandated Benefits (SSS, PHIC, and Pag-Ibig)