Remote Guest Experience Coordinator | AU | WFH

Setup and Location: Work From Home - Philippines
Work Schedule: 7:00 AM-5:00 PM (AEST) | 05:00 AM-2:00 PM (PH Time)
Employment Type: Full-time

Ready to do work that actually excites you?

We're looking for a Remote Guest Experience Coordinator to support an Australian hospitality business offering sophisticated short-stay apartments in major urban centres. You'll manage guest enquiries, reservations, and guest support while delivering exceptional customer experiences at every stage of the guest journey.

What You’ll Do
You’ll be the kind of person who:

Email & Correspondence Management

• Provide comprehensive oversight and management of inboxes.
  
• Read, review, and action all incoming electronic correspondence.
  
• Ensure inboxes are cleared and all correspondence is appropriately filed in accordance with the client's filing protocols by the close of each business day.
  

Daily Checklist

• Adhere to the client's operational daily checklist.
  
• Complete all assigned daily operational tasks accurately and within agreed timeframes.
  

Guest Communication & Support

• Respond to guest inquiries via phone, email, live chat, and messaging platforms.
  
• Provide accurate information on rooms, rates, amenities, policies, and local attractions.
  
• Handle guest complaints and service recovery matters with professionalism and empathy.
  
• Escalate urgent or on-site issues to management teams when required.
  
• Issue, manage, and troubleshoot room and hotel access, including mobile keys, digital access, and replacement keys.
  

Security Verification for Key Access

• Verify guest identity using approved identifiers prior to issuing or reactivating key access.
  
• Confirm active reservation status and room assignment in the Property Management System (PMS) before proceeding.
  
• Follow client procedures for lost keys, lockouts, and access change requests, including documenting actions taken.
  

Reservations & Booking Management

• Create, modify, and cancel reservations using the Property Management System (PMS).
  
• Assist guests with room upgrades, special requests, and package options.
  
• Ensure the accuracy of guest data, payment details, and preferences.
  
• Upsell rooms, add-ons, and hotel services where appropriate.
  
• Process new reservations, modifications, and amendments based on email requests and client instructions.
  
• Update Online Travel Agency (OTA) platforms, including Expedia and Booking.com, in accordance with provided directives.
  
• Issue reservation confirmations and guest communications following completed booking actions.
  

Pre-Arrival & Post-Stay Support

• Conduct pre-arrival outreach, including confirmation emails, special requests, and arrival details.
  
• Coordinate special occasions such as birthdays, anniversaries, and VIP stays.
  
• Handle post-stay follow-ups, guest feedback, and review responses.
  
• Process billing queries and liaise with management teams as required.
  

Internal Coordination

• Communicate effectively with housekeeping, reservations, guest services, and management teams.
  
• Maintain accurate guest profiles and internal notes within company systems.
  

Security & Compliance

• Comply with data protection and PCI standards.
  
• Maintain the confidentiality of guest and business information.
  
• Use only approved systems and secure access protocols.
  

Requirements

What You Bring
We’re looking for someone with:

• Minimum 3 years of experience in a hotel, hospitality, guest services, reservations, or front office role.
  
• Bachelor's degree in Hotel and Restaurant Management, Hospitality Management, Tourism, or a related field.
  
• Proven experience using a Property Management System (PMS), with MEWS experience highly preferred.
  
• Previous experience within the hotel, hospitality, or accommodation industry is required.
  
• Strong customer service and communication skills, with the ability to deliver a professional and seamless guest experience.
  
• Ability to thrive in a fast-paced environment while managing multiple guest enquiries, bookings, and administrative tasks simultaneously.
  
• Experience handling reservations, guest communications, check-in/check-out support, and service recovery.
  
• Highly organised with strong attention to detail and the ability to maintain accurate guest records and booking information.
  
• Comfortable working across multiple systems, communication channels, and online booking platforms.
  
• Proactive, solutions-focused, and able to remain calm and professional when managing guest concerns or urgent requests.
  

Benefits

Why You’ll Love Working Here

• HMO, dental, and life insurance for you and one free dependent from day one, with the option to add more.
  
• Uncapped placement incentives.
  
• Ongoing training and upskilling opportunities.
  
• Paid leaves including birthday, vacation, medical, and maternity, with up to 6 vacation days convertible to cash on your anniversary.
  
• Employee engagement activities such as year-end party, family day, team building, and more.
  

Let’s Talk
If you’re thinking “this sounds like me”—it probably is. Click apply. We can’t wait to meet you.