Guest Services Associate

$3,533 - $4,962 USD per month

A guest question arrives, gets checked, answered, recorded, and closed with clear notes about the outcome. The Guest Services Associate handles this process directly, helping guests understand reservation details, available services, and next steps without repeating their requests. This position sits within the customer support team, works under a customer service team lead, and collaborates with reservation and guest services contacts.

This contract position is fully remote, with work from home in Georgia, United States, and involves desk-based assistance rather than property-based duties. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Receive guest inquiries through email, service tickets, and calls, identifying the request, its urgency, and any earlier conversations before beginning the response.
• Organize incoming requests in a support platform such as Zendesk, selecting appropriate categories and keeping ownership clear so questions reach the right support contact.
• Check reservation references, requested dates, service descriptions, and existing notes against available information, asking focused questions when details are missing or inconsistent.
• Review guest contact history in a CRM such as Hub Spot and enter accurate updates that help colleagues understand the request without asking guests to repeat themselves.
• Answer questions about reservation status, arrival instructions, service availability, and routine changes using approved information, explaining what can be confirmed and what needs further review.
• Handle guest calls through a contact-center phone system such as Talkdesk, listening carefully, restating the request, and explaining the next step before ending the conversation.
• Route reservation changes requiring additional approval to the reservation team, providing the relevant context and avoiding promises about availability or outcomes before confirmation.
• Escalate unresolved complaints, conflicting information, or requests outside established procedures to the customer service team lead, documenting what has already been checked and communicated.
• Follow up with internal contacts and guests when answers remain outstanding, communicate confirmed updates, and close requests only after recording the outcome and remaining actions.
• Maintain quality through accurate answers, appropriate turnaround, complete notes, and dependable follow-up, using feedback from reviewed interactions to improve future guest assistance.

• High school diploma or equivalent.
• No experience required; related guest services, hospitality, reservations, or customer support experience preferred.
• Familiarity with guest relations, reservation terminology, and the importance of clear service expectations.
• Ability to learn support platforms, CRM tools, and contact-center phone systems through guided practice.
• Clear spoken and written communication, including courteous explanations when a request cannot be resolved immediately.
• Careful reading and accurate note-taking, with the ability to distinguish confirmed information from details awaiting review.
• Reliable computer, high-speed internet, and quiet private workspace suitable for handling guest conversations remotely.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work focused on desk-based guest assistance from your home workspace.
• Structured onboarding and training on the named support, CRM, and phone systems, with guided practice in handling common guest requests.
• Regular check-ins with the team lead to review questions, discuss feedback, and clarify next steps for unfamiliar situations.
• Opportunities to build guest relations, reservation support, clear communication, and service follow-through skills through everyday work.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.