Guest Services Agent

Job Title: Guest Services Agent

Monthly Pay: $3,588 - $5,032 USD per month

Summary:

A guest request arrives, gets checked, answered, recorded, and closed with clear notes. As a Guest Services Agent, you handle booking questions and service inquiries so guests understand their arrangements and next steps. This contract position sits within the customer support team and works under a customer service team lead. You work with guests, reservation contacts, and support colleagues to resolve questions using approved service information. The position is fully remote, allowing you to work from home in Ohio, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive guest questions through incoming calls, emails, and a support platform such as Freshdesk, reviewing each request before starting a response.
• Confirm relevant booking references, contact information, and the reason for contact, asking focused questions when details are missing or unclear.
• Review earlier interactions in a CRM such as HubSpot to understand previous answers, outstanding requests, and any follow-up already underway.
• Explain reservation details, arrival instructions, available guest services, and request procedures using approved reference materials rather than making unsupported promises.
• Handle guest calls through a contact-center phone system such as RingCentral, listening carefully and summarizing the assistance needed before taking action.
• Enter permitted reservation updates, check entries against the guest's instructions, and explain when another team must handle a requested change.
• Contact reservation colleagues or service contacts for missing information, keeping the guest informed when an answer needs additional review.
• Escalate unresolved concerns, unavailable options, or requests outside your authority to the customer service team lead with clear context and actions taken.
• Follow up on open tickets, confirm whether the guest's question has been answered, and close requests with complete notes and accurate status updates.
• Meet quality expectations through accurate answers, timely turnaround, complete interaction notes, respectful guest communication, and consistent follow-up on outstanding questions.

Qualifications:

• High school diploma or equivalent.
• No experience required; related guest services, reservations, or customer support experience preferred, including experience gained through volunteer activities.
• Basic understanding of reservation details, guest requests, service information, and the importance of confirming information before responding.
• Willingness to learn the named support, CRM, and phone systems and navigate several browser windows while assisting guests.
• Clear spoken and written communication, with the ability to explain next steps in straightforward, courteous language.
• Careful typing and information verification skills to keep guest details, request updates, and interaction notes accurate.
• Ability to listen patiently, stay composed during difficult conversations, and recognize when a team lead should assist.
• A reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in Ohio, with guest support duties completed through digital systems and phone conversations.
• Structured onboarding and training on the named support platform, CRM, and contact-center phone system, including guided practice with common guest requests.
• Regular check-ins with the customer service team lead to review questions, receive feedback, and discuss progress.
• Opportunities to build guest relations, reservation support, telephone etiquette, and ticket handling skills through everyday service interactions.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.