Guest Services Specialist – Voice & Text Operations (PH - Manila or Cebu)

About the Role

When a guest calls or texts us, it's rarely because their trip is going well. They're checking in late and can't find the lockbox. They're standing outside a unit that won't unlock. Something in the place they booked for a getaway just broke. For most guests, reaching out to us is the last thing they want to be doing with their vacation and how we handle that moment matters more than almost anything else in their stay.

You’ll be joining our Shared Services Team, Extenteam's AI-powered guest communications platform that combines smart automation with real human agents to deliver 24/7 support for short-term rental operators across the US. As a Guest Services Specialist, you're the person a guest reaches in that moment, over phone, text, email, or guest messaging platforms, and the person responsible for turning it around.

This is a high-volume, multitasking role. You'll handle live inbound and outbound calls while simultaneously monitoring and responding to written conversations, often for several guests and properties at once. The work rewards people who are calm under pressure, genuinely empathetic, highly organized, and comfortable moving fast without cutting corners.

Every interaction follows the same two steps, over and over, all day: listen and clarify, then act and resolve. Getting both right, with speed, accuracy, and the right amount of urgency is the job

Key Responsibilities:

Step One: Listen & Clarify

• Read the full conversation and reservation history before responding. Every message should reflect what the guest has already told us. Never make a guest repeat themselves.
• Listen for the real issue on live calls, not just the first thing mentioned. Guests under stress don't always lead with what's actually wrong.
• Acknowledge the guest clearly and set expectations for what happens next, even when the resolution takes a few more steps.
• Correct triage urgency: Tell a true emergency (risk to guest safety or the property) apart from an urgent-but-routine issue and from something that can be logged for the morning and handle each per the client's specific policy.

Step Two: Act & Resolve

• Resolve booking questions, complaints, maintenance issues, and general inquiries in real time, following each client's specific policies and procedures.
• Make outbound calls to guests, property managers, and vendors to follow up on open issues and confirm resolutions. Don't wait for the guest to have to chase us.
• Assist with booking, confirming, and modifying reservations over the phone, including reservation sales support.
• Escalate true emergencies and guest-safety issues immediately, following the client's established protocol. No delay, no exceptions.
• Coordinate with property managers and internal operations teams during/immediately following live calls to resolve complex situations.
• Own every message you send. AI-assisted drafts are a starting point, not a final answer. Review them for accuracy and context before they reach a guest.
• Log accurate call notes and dispositions in real time while maintaining full attention on the guest.

Rinse and Repeat

• Flag recurring guest issues and process gaps to the team. Every pattern you catch helps us fix something before it hits the next guest.
• Attend brief daily huddles and weekly team check-ins.

Qualifications and Requirements: 

• Composed and Empathetic Under Pressure: Able to stay calm, empathetic, and solution-oriented on difficult or high-pressure calls. This matters more than almost anything else in this role.
• Strong Sense of Responsibility: Demonstrates accountability, reliability, ownership, and follow-through on guest concerns from start to finish.
• Strong Communication Skills: Excellent verbal and written communication, professional and effective with guests, teammates, and partners.
• Accurate and Fast Note-Taker: Able to log call details in real time without losing focus on the guest.
• Guesty & Breezeway Proficient: Experience using Guesty and Breezeway (BW) for reservation management, guest communication, task coordination, and property operations. Additional PMS experience is a plus.
• Short-Term Rental Experience: Previous experience in short-term rental, vacation rental, hospitality, or guest services is highly preferred.
• OTA Background: Required to support a smoother onboarding process. Experience within the last 6 months is preferred; experience older than 2 years will not be considered.
• Tech-Savvy: Able to learn new software quickly and navigate multiple systems efficiently. You'll be using PMS and communication tools from day one.
• Schedule Flexibility: Willing to work varying schedules based on business needs, including weekends, holidays, and overtime when required.
• Location: Must be located within Metro Manila or Cebu, Philippines, or Tamil Nadu, India.
• Workspace: Stable internet connection and a quiet, dedicated workspace suitable for live calls 24/7.
• Physically capable of performing the role and maintaining consistent attendance.
• Must be ready to start by September 14 or 21, 2026.

TECHNICAL REQUIREMENTS: