Guest Experience Associate

Overview At CozySuites, we’re redefining hospitality by blending the comforts of home with the consistency and standards of a top-tier hotel. As a fast-growing brand, we manage over 600 thoughtfully designed rental properties across premier urban destinations in the U.S. Our seamless integration of design, technology, and best-in-class operations ensures every guest enjoys a smooth, stylish, and hassle-free stay. Since our inception, we’ve hosted tens of thousands of travelers, earning a reputation for quality, consistency, and exceptional service. Position Summary CozySuites is seeking a detail-oriented, tech-savvy individual for a remote property management role. The ideal candidate has several years of administrative experience in an office setting, preferably in lodging, hospitality, or real estate, and is comfortable interacting with a diverse range of people. Prior experience in remote property management or as a case manager at Airbnb is a plus. As a Guest Experience Associate, you will be the first point of contact for guests, ensuring their stay is comfortable and hassle-free. Responsibilities include handling customer inquiries, booking modifications, and coordinating property maintenance while maintaining a friendly and professional demeanor. Strong communication skills, attention to detail, and a proactive problem-solving approach are essential for delivering exceptional service and fostering lasting guest relationships. Responsibilities Interact with maintenance contractors for repair and maintenance to ensure high-property quality. Coordinate routine property walk-throughs and subsequent maintenance tasks. Utilize TaskRabbit to search for and coordinate with taskers as needed. Document and manage guest issues via project management software (Asana). Occasional administrative and data entry tasks. Answer guest inquiries/questions via phone calls, texting, and email. Interact with booking platform representatives (Airbnb, VRBO, Expedia, etc.). Manage guest reservations – alter reservations, redirect/relocate guests, assist guests with unit-related issues (e.g., AC, Wi-Fi, parking, where to put the trash, etc.). Liaise with various internal and external teams to resolve guest issues while acting as ambassadors for the company brand. Ensure guest compliance via accurate guest screening and payment processing. Qualifications 3+ years or more of customer service experience in a BPO or BPO-like setting and administrative work experience; hospitality or real estate experience 25 mbps+ internet download speed and a quiet private workspace – there should be no sound of farm animals, other people/kids, or TV in your workspace to disrupt your outbound calls. Tech-savvy/able to use various apps and programs to make the job easier – Microsoft (Word, Excel, etc.), WhatsApp, Slack, Zoom/Skype (video conferencing), and other VoIP applications. Strong communication skills (Native/fluent in English, to communicate well with mostly U.S.-based guests). Strong attention to detail – it's important to answer all guest inquiries in a timely and thorough manner. Enthusiasm for customer service/good attitude – many guests who reach out are reaching out because they are unhappy or have issues with their stay with us. Team-oriented – individual will be working alongside a team; some customer issues require the efforts of the team to resolve. Compensation & Benefits Monthly Rate: 43-46k PHP/month for those with Bachelor’s degree; 36-39k PHP/month for those WITHOUT Bachelor’s degree. 40-45 paid hours per week (daytime EST), 5 days per week; 1.5 hours break per day. Paid time off such as PTO, sick leave Health insurance Employee recognition programs Company events Paid training Pay raise Work from home Schedule 5 days a week, graveyard and shifting schedule, timezone: EST #J-18808-Ljbffr