Remote Guest Experience Specialist

**About the job** **Corzly** is a leading virtual property management company that has accommodated over 50,000 guests across 7 countries and over 20 cities. We specialize in providing high-quality accommodations and excellent guest experiences. Our mission is to offer seamless, technology-driven property management solutions that maximize occupancy rates and ensure guest satisfaction. We uphold values of Honesty, Teamwork, Accountability, Curiosity and Positive Guest Experience - Always **Join our Team** Help us deliver five-star guest experiences to anywhere in the world. If you’re sharp, reliable, and people-smart — we want you on board. **Scope of Work**: Daily duties and responsibilities include, but are not limited to, the following: **Guest Communication & Support** - Respond promptly to guest messages within **5 minutes** during scheduled work hours, ensuring clear and professional communication. - Provide thoughtful and solution-oriented assistance, maintaining a friendly and welcoming tone. - Uphold "Positive Guest Experience Always" by anticipating guest needs, addressing concerns proactively, and ensuring a seamless stay. **Reservation & Booking Management** - Efficiently manage bookings, modifications, and cancellations, ensuring accurate guest reservations and addressing any concerns. - Proactively monitor platforms and internal systems, resolving issues and coordinating with platform support as needed. **Housekeeping & Maintenance Coordination** - Oversee daily checkouts and schedule necessary cleaning and maintenance. - Coordinate with cleaning and maintenance teams for urgent issues. - Log maintenance issues and ensure timely follow-up on resolutions. **Operations & Team Collaboration** - Ensure smooth handovers between shifts and maintain team alignment. - Utilize internal communication tools to track updates and resolve outstanding tasks. **Review & Reputation Management Lead** - Manage guest reviews across platforms, including responses, disputes, and follow-ups, while maintaining internal review records. - Identify and suggest process improvements to enhance reputation management and guest feedback strategies. **Issue Resolution & Claims Management** - Address guest concerns, process refunds per policy, and handle resolution cases. - File and track damage claims ensuring proper documentation and follow-ups. **Continuous Improvement** - Stay updated on industry best practices and trends through relevant resources. **Work Hours**: - **Work Schedule**: 7:00am - 3:30pm CST - **Availability**: Wednesday - Sunday (five days a week) **Qualifications**: - Effective communication and proficiency in spoken and written English are necessary for clear communication with guests and colleagues, including occasional phone interactions. - Prior experience in hospitality or guest services/support demonstrates a deep understanding of the short-term rental industry and guest-centric service delivery. - Access to a reliable and stable high-speed internet, with backup options and ensures uninterrupted connectivity for the role. - Must have a personal computer meeting technical specifications to handle the demands of the position efficiently. - Must have a Virtual Private Network (VPN) for secure communication - Strong problem-solving skills, coupled with meticulous attention to detail, enabling proactive resolution of guest issues and operational challenges. - Flexibility to accommodate varying work schedules, including evenings, weekends, and holidays, meets the dynamic needs of the business and guests. - Dedication to delivering exceptional guest service and upholding the high standards and reputation of Corzly and its Partners is paramount. - Willingness to engage in ongoing training and development initiatives demonstrates a growth mindset and a proactive approach to personal and professional improvement. Pay: S/.3,300.00 - S/.4,400.00 per month