Front Desk Guest Experience Associate
Job Title: Remote Front Desk / Guest Experience Associate (Open to Fresh Grads)
Location: Remote (Philippines)
Employment Type: Full-Time
Department: Guest Services
The Opportunity: Bring Your 5-Star Service Home
Whether you are a highly motivated fresh graduate, an experienced customer service professional, or a healthcare worker looking to transition into a stable, long-term remote career, we want to hear from you.
TruPorch Homes (PillowPM) manages premium short-term rental properties that offer the comfort of a home with the service of a boutique hotel. We are not a generic call center, and we do not use robotic scripts. We are looking for true professionals who have a natural "Service DNA"âwhether you learned that in a 5-star hotel, or through an impeccable bedside manner treating patients with utmost care and understanding. We are looking for people who naturally know how to make others feel welcomed, heard, and cared for.
What You Will Do
You will be the voice and face of our brand. You will handle the guest journey from inquiry to checkout, acting as a "Digital Concierge."
- Guest Communication: Handle inbound calls (via VoIP) and messages (Airbnb, Vrbo, Booking.com) with warmth, excellent grammar, and professional etiquette.
- Problem Solving: Swiftly resolve guest issues (e.g., smart lock trouble, Wi-Fi issues, heating/cooling) by troubleshooting or dispatching our ground team.
- Coordination: Act as the central hub between guests and our cleaners/maintenance staff to ensure properties are perfect for every arrival.
- Revenue & Reviews: Assist with reservation modifications and follow up with guests to secure 5-star reviews.
- Diverse Experience Levels: You are a fresh graduate OR you have 1 to 5 years of work experience in Guest Services, Front Desk, BPO customer service, high-end dining, OR the Healthcare/Medical field.
- Communication Mastery: You possess a neutral English accent for phone calls and near-native written English for messaging. You know how to de-escalate upset guests (or patients) with empathy, not scripts.
- Highly Trainable & Tech-Savvy: You are a quick learner who can navigate multiple browser tabs, pick up new software (PMS, Slack, Airtable) easily, and type fast.
- Reliability: You are disciplined, proactive, and responsible enough to work from home effectively without micromanagement.
- Internet: Reliable Fiber connection (Minimum 25 Mbps download/upload) with a backup connection plan.
- Hardware: A working PC/Laptop capable of handling VoIP calls and a noise-canceling headset.
- Environment: A dedicated, quiet home office space. (No roosters, barking dogs, or background noise during shifts).
- Working Hours: 10:00 AM to 7:00 PM Eastern Time (EST).
- Days Off: 2 days off per week.
- Rotating Schedule: Because hospitality never sleeps, your two days off may fall on either weekdays or weekends depending on the shifting schedule. You must also be willing to work on holidays.
- 100% Remote: Work from the safety and comfort of your home.
- Paid Time Off: 10 days of Paid Time Off (PTO) per year to rest and recharge. Can potentially increase per year.
- Stable Career & Growth: We are looking for long-term team members to grow with us, not temporary freelancers. You will also have the potential for annual salary increases based on your performance.
- Comprehensive Training: Whether you are a new grad, a former nurse, or a hotel veteran, we will teach you the ins and outs of the US short-term rental market.
- Supportive Team: We treat our remote team with the exact same respect, care, and inclusivity as our local team.