Guest Experience Executive

We're Houst 🏠, a professional property management company on a mission to make short term letting simple and stress free for hosts. Since 2015, we’ve supported thousands of hosts across more than 20 cities worldwide, from Auckland to Lisbon, and we’re still growing.

Our guests range from weekend travellers to long stay professionals. Their experience matters, and that’s where you come in.

We’re hiring three Guest Experience Executives to join our remote team in the Philippines, covering different shift patterns.

Shifts and Salary

We are hiring across the following shifts:

• Early morning or morning shift: 12AM to 12PM (UK time): PHP 34,000 to 36,000
• Day shift: 7AM to 7PM (UK time): PHP 36,000 to 38,000
• Afternoon or night shift: 12PM to 12AM (UK time): PHP 37,000 to 40,000

Please note: you must be open to weekends and public holidays. Hospitality does not sleep!

What you’ll be doing

You’ll be the first point of contact for our guests, supporting them before, during and after their stay.

Your day to day will include:

• Responding to inbound messages and calls, resolving issues quickly and calmly
• Handling complaints with confidence and empathy
• Managing reservations and bookings to keep everything running smoothly
• Providing clear information about properties, house rules and processes
• Collecting and verifying guest ID documents and submitting required details to regulatory systems
• Ensuring all pre arrival information is complete before check in
• Carrying out concierge outreach to improve the guest experience
• Logging all interactions accurately in our CRM

It’s fast paced, sometimes unpredictable, and no two shifts look exactly the same.

Requirements

• Fluent or business level English, written and spoken
• Strong customer service skills and confident phone manner
• Excellent written communication, clear, professional, and calm under pressure
• Comfortable multitasking across systems and conversations
• Confident using CRMs and digital tools
• Solid problem solving skills, especially when dealing with frustrated guests
• Previous experience in Airbnb or hospitality is helpful, but not essential

You’ll also need:

• A quiet, dedicated workspace
• Headset with mic and webcam
• Stable high speed internet with backup, minimum 5 Mbps
• Laptop or desktop with at least quad core 2.5GHz CPU, 8GB RAM, 128GB SSD

Important to know

• This is a contractor role.
• We do not provide government mandated benefits such as SSS, PAGIBIG or PhilHealth.
• We do not provide equipment. You’ll need to meet the minimum tech requirements before starting.