Guest Services Associate

About the Role

The Guest Services Associate is a full-time, remote role responsible for delivering professional, courteous, and efficient support to guests and clients.

Key Responsibilities

• Manage guest inquiries.
• Handle reservations.
• Provide accurate information about services, policies, and procedures.
• Respond to calls, emails, and chat messages.
• Resolve issues.
• Escalate concerns when needed.
• Maintain detailed records of guest interactions.
• Coordinate with internal teams to ensure smooth service delivery and a consistent guest experience.
• Follow defined workflows and service standards.
• Use available tools and systems.
• Adhere to company policies.
• Contribute to continuous improvement of guest service processes.

Requirements & Tech Stack

• Comfort working in a remote, technology-driven environment.
• Familiarity with CRM or ticketing systems, email platforms, and online communication tools.

Qualifications

• Demonstrated experience in Guest Services or Guest Service roles, ideally in hospitality, customer support, or related environments.
• Strong Customer Service skills, including the ability to handle inquiries, address concerns, and provide empathetic, solution-oriented support.
• Proficiency in managing Reservations, with attention to detail and accuracy in scheduling, confirmations, and changes.
• Excellent Communication skills, both written and verbal, with the ability to interact clearly and professionally with diverse guests and stakeholders.
• Strong organizational and time-management abilities, with a focus on reliability, follow-through, and meeting performance targets.
• High level of professionalism, integrity, and confidentiality when handling guest information and business data.
• Prior experience in offshore support, contact centers, or business process outsourcing is beneficial.
• Relevant education or training in hospitality, business, communications, or a related field is an advantage.