Guest Experience Specialist - PMS

🏡 Join GuestReady as a Guest Experience Specialist – PMS Team

🌍 About GuestReady

GuestReady is a leading short-term rental and hospitality management company operating across the UK, France, Portugal, Spain, Malaysia, and the UAE.

Since our founding in 2016, we've been transforming the short-term rental industry through innovative technology and a strong commitment to delivering exceptional hospitality experiences.

Our Property Management Services (PMS) team provides guest communication services to external property management companies, helping them deliver seamless, high-quality experiences to their guests.

We're now looking for a proactive, detail-oriented, and customer-focused Guest Experience Specialist to join our growing team!

📌 About the Role

As a Guest Experience Specialist – PMS Team, you'll be the main point of contact for guests staying at properties managed by our partners.

You'll primarily communicate with guests through messaging platforms, handling phone calls when necessary, and ensuring they receive timely, accurate, and friendly support throughout their stay, from booking confirmation to check-out.

You'll be responsible for a dedicated portfolio of properties and partners, adapting to their specific procedures, communication styles, and service expectations.

Your goal? Deliver an outstanding guest experience while ensuring smooth communication between guests and our partners.

🎯 Key Responsibilities

• Guest Communication: Manage guest inquiries through messaging platforms and phone calls, providing professional and timely assistance with check-in instructions, house rules, Wi-Fi access, and other stay-related questions.

• Reservation Management: Support guests with booking modifications, cancellations, additional guest requests, and payment-related inquiries, following each partner's policies.

• Issue Resolution: Identify and troubleshoot guest concerns, coordinating with the appropriate property management teams to resolve maintenance, housekeeping, or operational issues.

• Escalation Management: Handle urgent situations such as lockouts, noise complaints, and emergencies, escalating issues when necessary.

• Guest Satisfaction: Proactively identify potential problems, manage guest expectations, and contribute to consistently positive guest experiences.

• Partner Coordination: Adapt to different partner requirements, ensuring communication and issue resolution align with their procedures and service standards.

• Systems & Processes: Use internal tools and property management systems to manage reservations, track conversations, document incidents, and maintain accurate records.

🛠 What We're Looking For

• Fluency in English, French, and Portuguese, both written and spoken.

• Previous experience in customer service, hospitality, guest relations, or similar roles.

• Excellent written and verbal communication skills, with a customer-first mindset.

• Strong organizational skills and the ability to manage multiple conversations simultaneously.

• High attention to detail and the ability to follow different procedures and guidelines.

• Strong problem-solving skills and the ability to remain calm under pressure.

• Confidence using digital platforms, customer support tools, and property management systems.

• Ability to work independently, take ownership of tasks, and collaborate effectively with remote teams.

• Flexibility to work rotating shifts, including evenings, weekends, and public holidays.

• A proactive, adaptable, and positive attitude in a fast-paced, international environment.

🚀 What We Offer

🏡 Fully Remote Work: Work from the comfort of your home while being part of an international team.

🌍 International Environment: Collaborate with colleagues from different countries and cultures.

📈 Career Development: Join a growing company with opportunities to learn, develop, and progress professionally.

📚 Continuous Learning: Benefit from ongoing training, coaching, and support to help you succeed.

🤝 Collaborative Culture: Be part of a supportive team that values ownership, teamwork, and continuous improvement.

💡 Innovation & Technology: Work with modern tools and contribute to improving guest experiences in the hospitality industry.

🙌 Ready to Join Us?

At GuestReady, we believe that great talent comes from different backgrounds and experiences.

Even if you don't meet every requirement, we encourage you to apply! If you feel you're a 70% match, we'd still love to hear from you. Skills can be developed, and we value motivation, curiosity, and a willingness to learn.

GuestReady is committed to building a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed.

Join us and help shape the future of hospitality! 🚀