Guest Services Specialist (India)

<p></p> <p style="text-align: justify;"><strong>About the Role </strong></p> <p style="text-align: justify;">You'll be joining our <strong>Shared Services</strong> team, supporting smaller short-term rental operators with outstanding guest communication and property management services. Shared Services combine smart technology with real people to deliver 24/7 support — helping our partners provide an exceptional guest experience while growing their businesses. This role blends technology, customer service, and problem-solving in a fast-paced, remote environment.</p> <div style="text-align: justify;"> <div class="job__description body"> <p><strong>Key Responsibilities:</strong></p> <ul> <li>Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.</li> <li>Provide accurate information regarding bookings, services, policies, and other inquiries.</li> <li>Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.</li> <li>Assist with booking and confirming reservations. Assisting with reservations sales</li> <li>Coordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.</li> <li>Create, update, and maintain guest communication templates and FAQs.</li> <li>Ensure all communications reflect the partner's voice and guidelines.</li> <li>Attend occasional virtual meetings and training sessions.</li> <li>Provide constant feedback to the team regarding partner issues / suggestions to improve processes. </li> <li>Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.</li> </ul> <div><strong>Foundational Requirements:</strong></div> <ul> <li>Excellent written and verbal English skills for phone, text, and email communication. </li> <li>Must be located within <strong>Tamil Nadu, India</strong></li> <li>Previous experience in guest services, reservations, or a related field.</li> <li>Strong organizational and multitasking abilities.</li> <li>Ability to work independently in a remote work environment.</li> <li>Attention to detail and commitment to providing exceptional service.</li> <li>Ability to show empathy, exhibit patience, and have a customer-centric mindset</li> <li>Possess critical thinking and problem-solving skills. </li> <li>Ability to learn new software quickly and efficiently.</li> <li>Willingness to ask questions when unclear about a task or process.</li> <li>Short-term vacation rental experience, such as working at a property management company, in a guest communication service, or directly for a platform like Airbnb or VRBO is a must</li> <li>PMS experience in the short term rental industry </li> <li>Must be willing to <strong>work weekends, afterhours, US time zone</strong></li> </ul> <p><strong>TECHNICAL REQUIREMENTS:</strong></p> <ul> <li>Internet speed minimum 30mbps:  Needs to be Wired (Buy a dongle if no LAN port)</li> <li>i5 8th Gen or higher</li> <li>Windows 10 / MacOS Catalina or higher</li> <li>Minimum of 8 GB RAM</li> <li>Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)</li> <li>Back-ups in case of power or internet provider interruptions</li> <li>Good headset and webcam (preferably noise-canceling headset)</li> </ul> </div> </div> <p></p>