Guest Service Agent

About TrustFirst Management

TrustFirst Management is a growing vacation rental management company specializing in high-quality homes throughout Florida’s Gulf Coast. We currently manage more than 40 properties and have earned over 1,500 five-star guest reviews.

We take hospitality seriously. Our goal is not simply to answer messages. We want every guest to feel heard, supported, and confident that they are being taken care of.

About the Role

We are hiring a Guest Services Associate whose sole focus will be communicating with guests.

You will respond to inquiries, assist guests before and during their stays, troubleshoot common issues, and help create an exceptional guest experience from booking through checkout.

Key Responsibilities

• Respond to guest messages through Airbnb, Vrbo, direct booking channels, text, and phone
• Maintain an average initial response time of five minutes or less while on shift
• Answer questions about properties, amenities, check-in, checkout, parking, house rules, and the surrounding area
• Assist guests with common issues by following company procedures and troubleshooting guides
• Communicate clearly, warmly, and professionally
• Take ownership of conversations until the issue is resolved or properly escalated
• Recognize urgent situations and escalate them immediately
• Document guest issues, actions taken, and important details for the next team member
• Follow up with guests to confirm that their concerns were resolved
• Complete clear shift handoffs so nothing falls through the cracks
• Protect the guest experience while consistently following company policies
• Identify opportunities to create memorable experiences and earn five-star reviews

What We Are Looking For

• Excellent written and spoken English
• Previous customer service, hospitality, call-center, or vacation-rental experience
• Strong judgment and the ability to remain calm under pressure
• Friendly, empathetic, and professional communication
• Ability to handle frustrated guests without becoming defensive
• Strong attention to detail
• Dependability and punctuality
• Ability to follow procedures without sounding robotic
• Confidence using multiple systems and communication channels
• Willingness to receive direct feedback and continuously improve
• Ability to work independently without constant supervisionExperience with Airbnb, Vrbo, Guesty, SuiteOp, Slack, or similar platforms is preferred but not required.

Technical Requirements

• Reliable computer suitable for full-time remote work
• Stable high-speed internet connection
• Backup internet connection
• Reliable backup plan for power interruptions
• Quiet and professional workspace
• Quality headset for guest phone calls

Performance Expectations

Success in this role will be measured by:

• Response speed
• Communication quality
• Guest satisfaction and reviews
• Accuracy of information
• Proper escalation of urgent issues
• Thorough documentation and shift handoffs
• Reliability and schedule adherence
• Ability to resolve concerns without unnecessary management involvement

Pay: Php250.00 - Php315.00 per hour

Expected hours: 40.0 per week

Benefits:

• Paid training

Application Question(s):

• Do you have any scheduling restrictions?
• What is the maximum number of hours per week you can work?

Work Location: Remote