What You'll Do
As a GuestCare Support Representative, you’ll manage guest and host communications for a variety of short-term and mid-term rental properties, serviced apartments, and hotels. Operating around the clock, you’ll serve as a reliable extension of client teams, stepping in when their staff are offline. Your primary responsibility is to respond to inbound calls, assess urgency, and resolve issues efficiently—whether it’s a guest locked out, a maintenance concern, or a last-minute request.
You’ll make proactive outbound calls to update guests and close loops, ensuring every interaction is documented accurately. Each client has unique workflows, so you’ll switch confidently between systems and adapt your approach based on the property or brand you’re supporting. When situations escalate, you’ll follow defined protocols to escalate appropriately while maintaining a calm, professional tone.
Requirements
- Fluency in English and either Spanish or French at a full professional level
- 2–3 years of experience in customer service, call centre operations, or guest support
- Proven ability to handle high-pressure, time-sensitive situations with clarity
- Strong multitasking skills, with comfort navigating multiple digital platforms simultaneously
- Ability to adjust quickly between different clients, tools, and operational rules
- Sound judgment and a structured approach to problem-solving
- Experience working in fast-paced, remote, shift-based environments
- Availability for 24/7 operations, including nights, weekends, and rotating shifts approximately every two months
Benefits
- Opportunity to help shape support processes and workflows as the team grows
- Clear pathways for advancement as the organization expands
- Work remotely within a diverse, international team
- Exposure to a broad range of hospitality clients and service models
- Be part of a new and evolving product line with room to influence its direction
