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Houst

Guest Experience Executive

Valenzuela , Philippines
contractor Remote

AI overview

Provide guest support through calls and messages, manage complaints, and ensure a smooth reservation experience while utilizing CRM systems in a fast-growing international team.

Description: We're Houst 🏠: A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone, using technology to disrupt the short-term accommodation sector. We’ve grown fast. Since launching in 2015, we’ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide, we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.

Responsibilities:

  • Provide exceptional guest support through inbound messages and calls, ensuring timely follow-up and issue resolution.
  • Manage guest complaints with professionalism and effective problem-solving.
  • Offer accurate information on Houst’s properties, policies, and procedures.
  • Oversee reservations and bookings to ensure a smooth guest experience.
  • Maintain accurate records of all guest interactions in the CRM system.
  • Collect and verify guest identification documents and submit required information to regulatory systems.
  • Ensure all pre-arrival guest information is completed before check-in.
  • Conduct concierge outreach to enhance the guest experience.
  • Maintain a flexible, proactive approach to a variety of operational tasks.

Requirements

  • Fluent or with business proficiency in English.
  • Willingness to work varied shifts, including evenings, weekends, and public holidays.
  • Exceptional telephone manners, customer service, active listening, verbal, and written communication skills.
  • Proficient in computer usage, particularly with CRM software.
  • Strong multitasking and time management abilities.
  • Proven problem-solving skills and the capacity to handle challenging customer interactions.
  • Knowledge of the Airbnb platform and hospitality industry is beneficial (Desirable).
  • Remote work readiness: Focused workspace, Headset with mic and webcam for meetings, Stable high-speed internet with backup (Minimum of 5Mbps), Computer (laptop or desktop) with recommended specs (Quad-core CPU at least 2.5GHz or higher - RAM 8GB or higher), At least 128GB SSD for drive C.

Benefits

What we do not offer:

  • All government-mandated benefits (SSS, PAGIBIG, and PHILHEALTH).
  • Company material - You must already have or buy, or upgrade your current one, to meet our minimum requirements.
Houst

We’re Houst, a property management company. Our mission is to make Houst the global home of hosting. We’ve signed up thousands of happy hosts, helping them to make over £115,000,000 in earnings. The business has expanded worldwide – we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. We have three types of customers (hosts, guests and cleaners), we built the Houst product for our hosts. From holidaymakers to full-time landlords; host happiness is central to everything we do.

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