Guest Service Liaison - Remote

Overview

We are looking for a highly motivated and personable Guest Experience Liaison to join our team. This is not just a reservationist role; this role will also serve as a vital part of our guest review and satisfaction strategy. You will be responsible for making outbound calls to guests who are about to check out or have recently departed, to prevent negative reviews and encourage positive feedback. This role requires someone who is confident, results-driven, and naturally enthusiastic when talking to people.

In Short

• Proactively call guests before or immediately after check-out to gather feedback and address any concerns.
• Use strong interpersonal skills to de-escalate complaints and turn negative experiences into positive outcomes.
• Negotiate with guests when necessary (e.g., offering incentives) to encourage 5-star reviews.
• Respond to online reviews across platforms (Airbnb, Vrbo, Google, Booking.com), highlighting the company in a positive, professional manner.
• Maintain a minimum Airbnb score of 4.80 throughout the year.
• Provide timely and friendly support via phone, email, text, and chat.
• Recommend properties and local attractions based on guest preferences.
• Handle guest inquiries, secure reservations, and provide accurate pricing information.
• Use property management software to manage bookings and update property availability.
• Strong attention to detail and follow-through.

Requirements

• Excellent spoken and written English with a neutral or minimal accent.
• Confident and natural communicator on the phone.
• Results-oriented mindset motivated by targets, KPIs, and making a measurable impact.
• Positive, friendly personality, someone who enjoys talking to people.
• Prior experience in vacation rental, hospitality, or hotel reservation roles is strongly preferred.
• Highly organized and able to work independently in a remote setup.

Benefits

• Performance-based monthly bonus of up to $150 USD, based on successful review management and guest satisfaction outcomes.