Guest Services Specialist

Job Title: Guest Services Specialist

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

Each shift begins with the guest services queue, where reservation questions, service requests, and unresolved concerns need careful attention. This specialist works within the customer support team under a customer service team lead, helping guests understand available services and receive clear answers. Throughout the shift, the role works with guests, reservation coordinators, and service teams to resolve requests and maintain accurate updates. This fully remote position offers work from home in Virginia, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming emails, service tickets, and pending guest requests in a support platform such as Freshdesk, prioritizing urgent concerns and previously promised responses.
• Answer guest calls through a contact-center phone system such as Talkdesk, clarifying questions about reservations, service availability, arrival arrangements, and existing requests.
• Check reservation details against available information, confirm the requested assistance, and identify missing information before providing guidance or forwarding changes to reservation coordinators.
• Explain service information and reservation procedures using approved reference materials, keeping answers clear and avoiding commitments that require another team's confirmation.
• Update guest interaction notes in a CRM such as HubSpot, recording the concern, information checked, actions taken, and the next responsible contact.
• Coordinate with reservation coordinators and service teams when a request needs additional confirmation, sharing relevant context so guests do not have to repeat themselves.
• Follow up on pending answers and promised updates, contacting guests when information becomes available and clearly explaining any remaining steps or delays.
• Escalate unresolved complaints, conflicting information, or requests outside assigned authority to the customer service team lead, including a concise summary and prior actions.
• Track open requests and recurring service issues using a spreadsheets and data entry tool such as Microsoft Excel, checking entries for consistency before sharing updates.
• Close completed tickets after confirming the outcome; quality is judged through answer accuracy, turnaround, complete notes, and dependable follow-up on outstanding requests.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of guest services, reservations support, or related customer service experience preferred.
• Understanding of reservation terminology, guest service standards, and the distinction between confirmed arrangements and requests awaiting review.
• Familiarity with support platforms, CRM tools, contact-center phone systems, and spreadsheets for maintaining accurate interaction histories and request tracking.
• Clear spoken and written communication, including the ability to explain service information calmly and summarize concerns without unnecessary detail.
• Sound judgment when handling disappointed guests, checking uncertain answers, and recognizing when a team lead should become involved.
• Ability to organize pending requests, maintain useful notes, and complete handoffs while balancing new inquiries with scheduled follow-up.
• A reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home, with guest support duties completed through desk-based digital systems.
• Structured onboarding and training on the named support, CRM, phone, and spreadsheet systems, along with guest service procedures.
• Regular check-ins with the team lead to review questions, receive feedback, and discuss challenging requests.
• Opportunities to build reservation support, knowledge management, guest communication, and service coordination skills through daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.