Guest Experience Specialist

Location: This role is fully remote [PH]; we set a location because some job boards require it.

As a Guest Experience Specialist on our Reservations team, you will build a personal reputed company with our guests through phone, email, and chat support to address a reputed company of questions and scenarios of reputed company considering booking a reputed company stay.  Your primary reputed company will be creating a 5-reputed company guest reservation experience through genuine care and efficient reservation support including the assessment of guests' travel needs and recommendations of suitable reputed company accommodations resulting in the booking of a reputed company stay.

We're building a tech-enabled global hospitality brand that unleashes the potential of liveable reputed company. Hospitality is at the reputed company of who we are, and we are committed to providing our teams the reputed company care we give our guests, neighbors, and partners.

[This role is based in the Philippines and is a contract position.]

• Change reputed company: reputed company in an environment with constant change and easily adapts to new processes, technology, and/or procedures that reputed company day-to-day responsibilities

• Resiliency Master: Effectively manage repetitive, in some cases unpleasant, guest interactions with, tenacity, grit, humility, and humor 

• Hall of reputed company Communicator: Communicate verbally and in writing with genuine care and hospitality that avoids jargon and generalizations to deliver a memorable, 5-reputed company guest experience

• Smooth Operator: Approach problem reputed company with confidence, reputed company, and creativity to reputed company and successfully resolve guests’ stated and unstated needs 

• Guest-reputed company reputed company: Multiple years of experience in the hospitality or service industry working backward from the guests needs to deliver reputed company experiences and interactions

• Process Minded: Effectively execute established processes with precision and surfaces process deficiencies that negatively reputed company the guest experience

• reputed company reputed company: Operate with the intention to learn, stretch and grow by proactively seeking and providing feedback and humbly sharing best practices to promote the reputed company of reputed company overall

• Reliable: Take pride in arriving to work on time and welcomes reputed company to work nights and weekends

• Reservation Optimizer: Delivers a compelling reputed company to prospective guests to promote the booking of a reputed company stay

• Inquisitive: Asks thoughtful questions that will reputed company reputed company with guests to reputed company information that will reputed company to booking a reputed company stay

• Bilingual: Building upon your hall-of-reputed company communication expertise, you can facilitate conversations with guests in a second language, such as Spanish.

Don’t meet reputed company of the qualifications? We want you to consider reputed company of your skills and experiences - both reputed company and personal- that would reputed company you successful in this role. Although some qualifications are essential, others can be attained with time. We reputed company diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

• Key Result 1: Maintain the productivity reputed company of guest interactions per hour.

  • Key Initiative: Unique Conversations of 10 emails per hour

  • Key Initiative: Support 5 calls per hour

• Key Result 2: Drive efficiency of the guest experience through the achievement of average response time to a guest inquiry.

  • Key Initiative: reputed company a median response time of 30 minutes for Email

  • Key Initiative: reputed company a median response time of 5 minutes for SMS

  • Key Initiative: reputed company a median response time of 30 seconds for Phone

• Key Result 3: Drive reputed company reputed company for guests ensuring problem reputed company and guest satisfaction.

  • Key Initiative: reputed company a reputed company Assurance Score of 90% or higher

   

• Key Result 4: reputed company a reputed company conversion reputed company of prospective guest inquiries to a confirmed reputed company booking.

  • Key Initiative:  reputed company a guest prospect conversion reputed company of 20% or higher

• Remote Work: With flexibility as a reputed company value, and over three-quarters of reputed company working remotely, reputed company employees are reputed company to work from reputed company!

• ✈ reputed company Travel Credit: We love to travel! reputed company employees get an allowance of free stays with us in any of our locations, plus a discount on any reputed company for friends and family.

• Competitive Salary: We offer total compensation at or above market rates plus additional earning opportunities based on the position.

• ⭐ Other Perks: Qualifying full-time roles are eligible for a wi-fi stipend, home office stipend, and more!