Virtual Guest Service Agent

About the Role

We manage a portfolio of short-term rental properties and are looking for a friendly, reliable Guest Service Agent to be the first point of contact for our guests. You'll make sure guests feel taken care of from booking to checkout, and you'll work with our operations team to resolve issues quickly.

Key Responsibilities

Guest Communication

• Respond promptly to guest messages, calls, and inquiries through PMS/Ota's channels
• Answer questions about the property, amenities, and local area
• Keep a professional, warm, and helpful tone in every interaction

Issue Resolution

• Handle guest complaints and in-stay issues (for example, appliance problems, plumbing issues, cleanliness, or access problems)
• Create and track maintenance requests and follow up until they are resolved
• Escalate refund, credit, or compensation requests to the manager with clear details.
• Document each issue and its resolution accurately in our systems

Operations Support

• Coordinate with cleaners, maintenance staff, and vendors to keep units guest-ready
• Confirm that units are prepared and staged before arrivals and photoshoots
• Report damages, missing items, and supply needs
• Monitor reservations, cancellations, and modifications, and keep the calendar accurate

Requirements

• 1+ years of customer service experience (hospitality, short-term rentals, or support roles preferred)
• Excellent written and verbal communication
• Strong problem-solving skills and the ability to stay calm with upset guests
• Comfortable with Slack, spreadsheets, and property management software
• Attention to detail and good time management
• Reliable internet and the ability to work.
• Flexibility with Shift timings.
• Comfortable in a fast-paced, high-volume environment.

To Apply

Send your resume and a short note about your customer service experience to [email protected]