Home-Based Guest Experience Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Number of Openings: 1

Are you passionate about hospitality and creating memorable experiences for guests? We are looking for a Home-Based Guest Experience Specialist (Reservation) to join a growing U.S.-based professional vacation rental company. In this role, you’ll be the friendly and reliable voice behind the guest communication line—handling calls, responding to voicemails, and managing guest messaging to ensure a seamless and exceptional stay experience.

REQUIRED CORE COMPETENCIES

• Communication Excellence: Clear, warm, and professional in all verbal and written communication with guests.

• Responsiveness: Quick to acknowledge and respond to guest messages and voicemails with accuracy and empathy.

• Problem-Solving: Calm under pressure and capable of resolving guest issues or concerns effectively and efficiently.

• Adaptability: Flexible and open to taking on new tasks, special projects, or guest-related assignments when needed.

• Attention to Detail: Maintains accuracy when recording guest notes and ensuring follow-ups are completed.

• Guest-Centered Mindset: Prioritizes guest satisfaction and delivers a hospitality-first experience every time.

WHAT YOU WILL DO

1. Lead Management & Sales

• Handle inbound calls and guest inquiries across direct sites and OTAs (Airbnb, VRBO, Booking.com).

• Convert leads by promoting travel insurance, concierge services, and extended stays.

2. Reservation Management

• Create, update, and document reservations accurately in the system.

• Maintain clear notes and ensure correct rates, fees, taxes, and promotions are applied.

3. Payment Processing

• Collect deposits and final payments and assist with payment issues.

• Process cancellations, approved refunds, and ensure reservations are financially secure before arrival.

4. Guest Experience

• Deliver knowledgeable service regarding the properties and area, professional, solution-oriented service.

• Resolve booking concerns within guidelines and escalate when necessary.

5. Team Collaboration

• Communicate reservation updates to internal teams.

• Support relocations and ensure special requests are properly relayed.

WHAT WE LOOK FOR

• Education: High school diploma or equivalent; a bachelor’s degree is a plus.

• Experience: At least 2 years of experience in a hospitality, call center, or customer-facing role. Previous experience in vacation rentals, hotels, or guest services is a strong advantage. Property management experience is considered a strong plus.

• Communication Skills: Must be fluent in English with excellent spoken and written communication.

• Schedule: Able to work during U.S. business hours and weekends.

• Technical Skills: Proficient with Guesty, Teams, Outlook, and OTA platforms.

• Mindset: Dependable, empathetic, and motivated to contribute to a positive guest experience.

WHAT WE OFFER

• Salary Range: Php 50,000 - Php 55,000

• Industry: Hospitality

• Job Type: Full-time

• Work Shift: 5:00 PM -4:00 AM CST

• Workdays: Thursday through Sunday (USA)

• Schedule: 10-hour shifts with three consecutive days off (Days off will be Monday, Tuesday, and Wednesday.)

BENEFITS OF WORKING WITH US

• Industry-leading salary packages 

• Permanent work-from-home setup 

• Company equipment provided 

• Internet stipends upon regularization 

• HMO Coverage 

• PTO credits and service incentive leaves 

• Major spring and winter company live events 

• Monthly employee appreciation virtual events 

• Company-provided career skills training courses 

• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. 

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members. 

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!