GuestCare Specialist – English, Spanish or French
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Job Description
GuestCare Specialist supporting property managers and guests in the short-term rental industry. Resolving issues and enhancing guest experiences through various communication channels.
Responsibilities:
- Support guests via phone, email and live chat throughout their stay.
- Assist with check-ins, check-outs and general booking enquiries.
- Resolve guest issues quickly while delivering a high standard of customer service.
- Coordinate with property managers, maintenance teams and other suppliers to resolve operational issues.
- Assess the urgency of each situation and prioritise accordingly.
- Make outbound calls to guests, property managers and contractors when required.
- Accurately document all interactions and actions taken.
- Escalate issues where appropriate while maintaining ownership of the guest experience.
- Follow customer-specific procedures and brand guidelines.
- Contribute ideas to improve GuestCare processes and service quality.
Requirements:
- Fluent English (spoken and written).
- Fluent in at least one of the following: Spanish, French.
- At least 2 years' experience in customer support, hospitality, tourism or another customer-facing role.
- Comfortable handling customer conversations over the phone.
- Experience within short-term rentals, hotels, travel or property management is highly desirable, but not essential.
- Excellent communication and interpersonal skills.
- A naturally empathetic and customer-focused approach.
- Strong problem-solving and decision-making ability.
- Calm and confident under pressure.
- Excellent organisational skills and attention to detail.
- Comfortable working independently in a fully remote environment.
- Flexible to work a rotating shift pattern, including evenings, weekends and public holidays.
Benefits:
- Fully remote working.
- 45-hour working week on a rotating shift pattern.
- Comprehensive onboarding and ongoing development.
- The opportunity to work with leading short-term rental operators across multiple countries.
- A supportive, collaborative international team.
- Clear opportunities for career progression as GuestCare continues to grow.
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