Virtual Guest Service Ambassador - 21057

Somewhere

1d•Remote

About The Position

We are seeking a part time Virtual Guest Service Ambassador to provide remote guest service and operational support during the morning Hawaii coverage window. This is primarily a hospitality operations support role. Incoming telephone calls are an important responsibility, but they represent only one part of the position. The role also includes guest communication, reservation system tasks, vendor coordination, maintenance follow up, and routine operational projects across multiple platforms.

Requirements

Minimum 2 years of professional hotel, resort, vacation rental, front desk, reservations, or comparable hospitality operations experience is required.
Polished spoken and written English is essential.
Candidates should demonstrate a warm, confident, hospitality focused communication style suitable for guest telephone calls, text messaging, email communication, and vendor coordination.
Strong computer proficiency is also required.
The successful candidate must be comfortable working across multiple cloud based systems, learning new platforms quickly, navigating reservation and communication tools simultaneously, and completing detailed operational workflows accurately and efficiently.
Highly organized, logical, and detail-oriented with dependable follow-through.
Skilled at prioritizing tasks, working independently within established procedures, and effectively utilizing computer systems to manage operational workflows.
Sound judgment and situational awareness to resolve routine issues independently, while proactively recognizing when to escalate complex or sensitive matters to management.
Ability to handle frustrated, time-sensitive, or emotional guest situations with calm, professional confidence.
Comfortable handling and maintaining the confidentiality of sensitive customer data and payment information.
Proven ability to thrive within a small, close-knit, remote team environment.

Responsibilities

Complete a trained daily checklist within the reservation management system.
Monitor and respond to incoming guest text messages using established protocols, reservation information, and approved company resources.
Answer incoming telephone calls and provide professional first line guest support.
Resolve straightforward guest questions using property information, standard operating procedures, reservation details, and approved knowledge resources.
Recognize urgent, sensitive, or time critical situations and escalate matters requiring local or managerial support.
Communicate with approved vendors regarding maintenance and property service needs.
Assign maintenance tasks according to established procedures and follow up to confirm that they are being addressed.
Maintain visibility of outstanding guest and property issues until they are resolved or appropriately handed off.
Document guest communications, telephone calls, maintenance matters, vendor communication, and required follow up.
Assist with routine updates and small operational projects across the reservation system, Airbnb, Vrbo, and other company platforms.
Support reservation related inquiries when the necessary information is available through approved resources.
Identify recurring questions, missing information, or workflow gaps that may improve future guest service and operational efficiency.