Guest Experience Associate

COMPANY 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/month PHP for those WITHOUT Bachelor's degree.
40-45 paid hours per week (daytime EST), 5 days per week; 1.5 hours break per day.

Benefits

• 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