Guest Service Executive

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: TYPE OF WORK

Full Time

: SALARY

$600/month

: HOURS PER WEEK

48

: DATE UPDATED

Jul 21, 2026

JOB OVERVIEW

I. OVERVIEW OF THE ROLE
The purpose of this role is to manage guest communication, reservations, and service
coordination while ensuring a high-quality guest experience. This position supports daily
operations by providing timely assistance, resolving issues efficiently, and maintaining
accurate booking and guest records.

II. CORE RESPONSIBILITIES
Primary Duties:
• Primary Duties:
• Handle inbound and outbound guest communication via phone, email, and chat
• Respond to inquiries regarding reservations, amenities, policies, and local
information
• Provide prompt, professional, and courteous service aligned with brand standards
• Resolve guest concerns, complaints, and service issues efficiently
• Create, modify, and cancel reservations across multiple platforms (PMS, OTA
extranets)
• Ensure accuracy of booking details including dates, rates, guest information, and
special requests
• Monitor booking channels to prevent overbookings or discrepancies
• Act as liaison between guests and on-site teams (housekeeping, maintenance,
front desk)
• Communicate guest requests such as early check-in, late check-out, and special
accommodations
• Coordinate service recovery actions to ensure completion
• Handle escalations and provide appropriate resolutions including refunds,
discounts, or re-accommodation
• Maintain professionalism and empathy during challenging interactions

Secondary / Support Duties:
• Utilize PMS, CRM tools, and communication platforms effectively
• Document all guest interactions, notes, and resolutions accurately
• Maintain organized records for auditing and reporting
• Identify opportunities for upselling and cross-selling
• Promote direct bookings and loyalty programs when applicable
• Support occupancy and revenue goals through inquiry conversion
• Follow company SOPs, brand standards, and data privacy policies
• Participate in call audits, training sessions, and performance reviews
• Ensure all communication meets quality assurance standards

III. DAILY EXPECTATIONS
• Log into all required systems (PMS, phone, email, chat platforms)
• Review shift notes, updates, and property alerts
• Check urgent guest messages, escalations, and same-day arrivals
• Respond to calls, emails, and chats in a timely and professional manner
• Process reservations, modifications, and cancellations
• Handle guest concerns and coordinate with on-site teams
• Monitor booking channels to ensure availability accuracy
• Follow up on pending requests and unresolved cases
• Upsell rooms, add-ons, and extended stays when appropriate
• Review upcoming arrivals and flag VIPs or special requests
• Confirm check-in instructions and guest details
• Coordinate operational issues such as maintenance or cleaning delays
• Update all guest cases with detailed notes
• Handoff unresolved issues to the next shift or supervisor
• Provide a summary of key i ---------- or escalations
• Log out of all systems securely

IV. POSITION REQUIREMENTS
Skills & Qualifications:
• Strong verbal and written communication skills
• Customer service and conflict resolution abilities
• Strong multitasking and time management skills
• High attention to detail
• Familiarity with hotel systems (PMS such as Opera, Streamline, etc.)
• Ability to work independently in a remote environment

V. PERFORMANCE METRICS (KPIs)
• Response time (calls, emails, chat)
• Guest satisfaction scores (reviews, feedback)
• Booking accuracy and error rate
• Resolution time for guest issues and escalations
• Conversion rate on inquiries to bookings
• Upsell revenue and add-on performance
• Adherence to quality assurance standards
• System documentation accuracy and completeness

Spanish Speaking is a plus!

SKILL REQUIREMENT

Attention to Detail Conflict resolution Time Management

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Guest Service Executive

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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