Operations & Guest Communications Agent

Role Information: Title: Operations & Guest Communications Agent Location: Remote Department: Operations Company: Roam Hospitality Supporting Links: https://roamhospitality.com/ Mission: Support our Guest Communications team with clear and fast communication. Taking care of our guests to make sure that they’re happy, cared for and attended to Company Overview: Roam Hospitality is a Boutique Hotel Management & Hospitality Services company for Independent Hotels. We are looking to redefine what it means to operate a boutique hotel through modern hospitality management services in today's digital age. Our services combine design, brand strategy, and operational execution to help independent hotels increase performance, improve guest experience, and drive long-term value Role Overview: Roam is looking for a Operations & Guest Communications Agent to oversee the daily communications of part of Roam’s portfolio. This individual will manage guest communications across our boutique hotel portfolio. This role is focused exclusively on supporting guests before, during, and after their stay, ensuring timely responses, clear information, and a positive guest experience. The Communications Agent will handle multiple guest conversations throughout the day and collaborate with internal teams as needed to resolve guest issues. Compensation: Base Salary $5/hr month 1, $5.50/hr month 2, $6/hr month 3 onwards, tracked on hours, scheduled for 40hrs/week Timezone/Working Hrs: Timezone: EST This is a full time, 8 hours / day position with breaks. Contract Structure 1099 contractor Key Responsibilities Guest Related Responsibilities: Respond to guest messages before, during, and after stays across booking platforms. Provide clear check-in, stay, and checkout instructions to guests. Manage the Roam Hospitality phone line for all incoming guest calls and inquiries Address guest questions and concerns promptly and professionally. Assist with guest resolutions and claims documentation. Assist with review monitoring and basic complaint resolution. Monitor and respond to time-sensitive guest issues, escalating when appropriate. Operational Responsibilities: Handle billing and payment processing for guests. Coordinate and communicate with onsite vendors and contractors for housekeeping requests and maintenance issues. Coordinate internally via Slack to support guest issue resolution. Log communications, issues, and outcomes in Cloudbeds and Whistle. Other duties as assigned. Desired Experience & Competencies: Worked with boutique hotels or a hotel management company in the past Great quality communicator (English) Confident Ability to manage a lot of different moving pieces Ability to stay calm when a lot is going on Growth Opportunity: 🚀Role Growth - Fast growing company - good opportunity for growth to Team Lead roles. We almost exclusively hire from within when looking for Team Lead. 🏦Compensation Growth - We bill $7-8/hr on average for our Team Lead roles as you progress within the company