Guest Services Specialist – Voice & Text Operations (PH - Manila or Cebu)

📋 Description

• Read the full conversation and reservation history before responding; never make a guest repeat
• Listen for the real issue on live calls, not just the first thing mentioned.
• Acknowledge the guest clearly and set expectations for what happens next.
• Correct triage urgency: distinguish true emergencies from urgent-but-routine issues and handle each
• Resolve booking questions, complaints, maintenance issues, and general inquiries in real time
• Make outbound calls to guests, property managers, and vendors to follow up on open issues.

🎯 Requirements

• Composed and empathetic under pressure.
• Strong sense of responsibility and accountability.
• Excellent verbal and written communication skills.
• Accurate and fast note-taking skills.
• Proficient in Guesty and Breezeway; additional PMS experience a plus.
• Previous experience in short-term rental, vacation rental, hospitality, or guest services preferred.