GuestCare Specialist, English, Spanish

KeyNest

GuestCare Specialist at KeyNest helping property managers deliver exceptional guest experiences via phone, email, and chat. Resolving guest issues and coordinating with teams for effective hospitality.

Posted 7/15/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with fluency in English and Spanish, alongside a customer-focused approach and problem-solving skills. Proven ability to manage guest interactions effectively while maintaining high service standards in a remote work environment.

Highest-signal resume keywords

Fluent EnglishFluent SpanishCustomer Support ExperienceExcellent Communication SkillsProblem-Solving Ability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportBooking ManagementIssue ResolutionDocumentationOperational Coordination

Soft Skills

EmpathyInterpersonal SkillsOrganisational SkillsCalm Under PressureAttention to Detail

Industry Keywords

HospitalityTourismCustomer-Facing RoleRemote WorkGuestCare Processes

About the role

Key responsibilities & impact

Support guests via phone, email and live chat throughout their stay.
Assist with check-ins, check-outs and general booking enquiries.
Resolve guest issues quickly while delivering a high standard of customer service.
Coordinate with property managers, maintenance teams and other suppliers to resolve operational issues.
Assess the urgency of each situation and prioritise accordingly.
Make outbound calls to guests, property managers and contractors when required.
Accurately document all interactions and actions taken.
Escalate issues where appropriate while maintaining ownership of the guest experience.
Follow customer-specific procedures and brand guidelines.
Contribute ideas to improve GuestCare processes and service quality.

Requirements

What you’ll need

Fluent English (spoken and written).
Fluent Spanish (spoken and written).
Additional languages are a strong advantage.
At least 2 years' experience in customer support, hospitality, tourism or another customer-facing role.
Comfortable handling customer conversations over the phone.
Excellent communication and interpersonal skills.
A naturally empathetic and customer-focused approach.
Strong problem-solving and decision-making ability.
Calm and confident under pressure.
Excellent organisational skills and attention to detail.
Comfortable working independently in a fully remote environment.
Flexible to work a rotating shift pattern, including evenings, weekends and public holidays.

Benefits

Comp & perks

Fully remote working.
45-hour working week on a rotating shift pattern.
Comprehensive onboarding and ongoing development.
The opportunity to work with leading short-term rental operators across multiple countries.
A supportive, collaborative international team.
Clear opportunities for career progression as GuestCare continues to grow.