Sourcefit

Guest Services and Operations Assistant

Sourcefit

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • Manage guest communication across active reservations and respond promptly to inquiries, requests, and concerns
  • Provide clear, warm, and reassuring communication, especially during delays or service disruptions
  • Support guest check-ins and check-outs, including handling early/late requests within guidelines
  • Assist guests with access issues, navigation, gate entry, parking, and property-related concerns
  • Ensure all guests receive complete and accurate pre-arrival information (instructions, codes, directions, parking, etc.)
  • Oversee same-day turnovers and exercise strong judgment in identifying and addressing potential delays
  • Communicate realistic check-in timelines to guests when necessary to manage expectations
  • Coordinate closely with housekeeping to ensure turnovers are completed on time and to standard
  • Follow through on all housekeeping and maintenance tasks—not just assigning, but confirming acknowledgment, tracking progress, and ensuring completion
  • Communicate special cleaning requirements, damage reports, missing items, and maintenance issues
  • Ensure all issues are acknowledged, timelines are confirmed, and updates are tracked through resolution
  • Log and document all maintenance concerns, guest complaints, and operational issues requiring follow-up
  • Provide timely updates and reassurance to guests during cleaning or repair delays
  • Review overnight messages, new bookings, reservation changes, and guest inquiries
  • Maintain strong awareness of property status, including arrivals, departures, and ongoing issues
  • Develop familiarity with property-specific details, including access procedures, parking, and unique property requirements
  • Utilize property management systems (e.g., Hostaway) to manage reservations, guest communication, and operational workflows
  • Adapt quickly to internal tools and communication platforms (e.g., Slack or similar systems) to ensure seamless coordination with the team
  • Support phone-based guest communication where calls may be routed during active shifts
  • Operate independently and apply sound judgment in resolving issues
  • Escalate only critical issues such as safety concerns, access failures without workaround, major system failures, or guest escalation risks

Requirements

  • Strong written and verbal English communication skills
  • Experience in customer service, hospitality, property management, virtual assistance, or operations coordination
  • Ability to communicate warmly, professionally, and calmly under pressure
  • Strong attention to detail with excellent task tracking and follow-through
  • Proven ability to manage multiple priorities in fast-paced environments
  • Strong problem-solving skills with a solution-oriented mindset
  • Ability to work independently and make decisions within defined guidelines
  • Willingness to work a split shift schedule aligned to Hawaii time
  • Comfortable handling real-time guest support and operational coordination
  • Tech-savvy and able to quickly learn new systems and tools
Benefits
  • Remote work flexibility
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
property managementcustomer serviceoperations coordinationtask trackingproblem-solvingguest communicationcheck-in/check-out processesmaintenance trackingservice disruption managementattention to detail
Soft Skills
written communicationverbal communicationwarm communicationprofessionalismcalmness under pressureindependencedecision-makingadaptabilitymulti-taskingsolution-oriented mindset