Guest Experience and Administration Support

Job Description

The Guest Experience Support is a remote, Philippines-based role that primarily supports the Guest Experience function , working closely with U.S.-based Guest Experience Agents (including Maddie). This role supports both live guest interactions and the administrative workflows that underpin the guest experience, including onboarding-related tasks, house manual updates, check-in instruction updates, CRM maintenance, and operational tracking. Secondarily, the role provides sales and OTA administrative support to ensure booking accuracy, calendar hygiene, and responsiveness during high-volume periods. This position requires full scheduling flexibility , including nights, weekends, holidays, and variable shifts based on guest demand and operational needs. Responsibilities Guest Experience Support (Primary Responsibility) Serve as a frontline point of contact for guests before, during, and after their stay via approved communication channels (email, messaging platforms, phone as needed) Support Guest Experience Agents by handling guest questions, service requests, follow-ups, and routine issue resolution Provide guests with clear and accurate check-in instructions, access details, and stay-related information Escalate guest issues appropriately following established SOPs and escalation guidelines Coordinate with Operations, Housekeeping, and Maintenance teams to help resolve guest concerns Monitor active stays and support in-stay guest needs Accurately document guest interactions, issues, and resolutions Guest Experience Administration & Onboarding Support Support onboarding and setup workflows for new and existing homes from a guest experience perspective Create, update, and maintain House Manuals, guest-facing instructions, and arrival information Update and QA check-in instructions, access notes, parking details, and amenity guidance Maintain accurate guest and reservation records in the CRM and related systems Support tracking of guest experience tasks, updates, and changes across tools (e.g., Asana, CRM, PMS) Assist Guest Experience Agents with administrative tasks required to keep homes guest-ready and information current Check-In, Check-Out & Turnover Support Assist with confirming check-in readiness and access details Send and follow up on check-out communications Relay confirmed check-out times to cleaning teams Support housekeeping coordination to ensure homes are guest-ready Flag readiness, access, or cleaning concerns promptly Internal Collaboration Communicate clearly and professionally with U.S.-based Guest Experience, Operations, and Sales teams Follow internal workflows, SOPs, and escalation processes Assist with owner or vendor coordination when directed Monitor guest-specific requests (e.g., amenities, pool heat) and flag issues Project & Feedback Support Complete Guest Experience and onboarding-related tasks in Asana or assigned systems Collect and document guest feedback and operational notes Participate in team meetings, training sessions, and coverage handoffs Qualifications Required Qualifications Experience in customer service, hospitality, or guest support roles Strong written and spoken English communication skills Reliable internet connection and ability to work remotely Full scheduling flexibility , including nights, weekends, holidays, and variable shifts Ability to adjust working hours based on guest demand and onboarding timelines Strong attention to detail and follow-through Comfort working within structured SOPs, documentation standards, and escalation guidelines Ability to manage multiple tasks in a fast-paced environment Benefits Paid time off such as PTO, sick days, and vacation days Location: Remote, Philippines Pay: Php60,000.00 - Php75,000.00 per month Benefits Opportunities for promotion Paid training Pay raise Work from home Application Question(s): Do you have any property management experience that is more than 6 months? Work Location: Remote