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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on resolving guest issues efficiently while maintaining high standards of communication and empathy. Proficient in managing customer interactions across various channels and adapting to a remote work environment.
Highest-signal resume keywords
Fluent EnglishFluent SpanishCustomer Support ExperienceStrong Problem-Solving AbilityExcellent Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportBooking ManagementIssue ResolutionDocumentationOperational Coordination
Soft Skills
EmpathyInterpersonal SkillsOrganizational SkillsCalm Under PressureDecision-Making
Industry Keywords
HospitalityTourismShort-Term RentalsProperty ManagementCustomer-Facing Role
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
- Experience within short-term rentals, hotels, travel or property management is highly desirable, but not essential
- 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
- Comprehensive onboarding and ongoing development
- A supportive, collaborative international team
- Clear opportunities for career progression
- Competitive salary based on experience and location
- Opportunity to help shape and build a new team and product from the ground up