Virtual Hotel Experience Specialist

Truporch Homes

15h•Remote

About The Position

TruPorch Homes (PillowPM) is seeking hospitality professionals with hotel or fine dining backgrounds for a stable, long-term remote career as a Virtual Hotel Experience Specialist. This role involves managing the guest journey from inquiry to checkout, acting as a 'Digital Concierge' for premium short-term rental properties. Unlike a call center, this position emphasizes genuine hospitality and personalized guest care, not robotic scripts. The specialist will handle guest communications, resolve issues, coordinate with on-site teams, and assist with reservations and reviews.

Requirements

2+ years of experience in Guest Services, Front Desk, or Concierge roles at reputable hotels (e.g., Shangri-La, Marriott, Accor) or high-end dining establishments.
Neutral English accent for phone calls and near-native written English for messaging.
Ability to de-escalate upset guests with empathy, not scripts.
Tech-savvy: ability to navigate multiple browser tabs, learn new software (PMS, Slack, Airtable) quickly, and type fast.
Disciplined to work from home without supervision.
Reliable Fiber internet connection (Minimum 25 Mbps download/upload) with a backup connection plan.
A working PC/Laptop capable of handling VoIP calls.
A noise-canceling headset.
A dedicated, quiet home office space free from background noise during shifts.

Responsibilities

Handle inbound calls (via VoIP) and messages (Airbnb, Vrbo, Booking.com) with warmth, perfect grammar, and professional etiquette.
Swiftly resolve guest issues (e.g., smart lock trouble, Wi-Fi issues, heating/cooling) by troubleshooting or dispatching our ground team.
Act as the central hub between guests and our cleaners/maintenance staff to ensure properties are perfect for every arrival.
Assist with reservation modifications and follow up with guests to secure 5-star reviews.