Remote Guest Services Specialist

1 day ago

Chennai, Tamil Nadu, India Extenteam Full time US$ 2,000 - US$ 4,000 per year

About the Role – Tailwind

You'll be joining our Tailwind team, supporting smaller short-term rental operators with outstanding guest communication and property management services. Tailwind combines smart technology with real people to deliver 24/7 support — helping our partners provide an exceptional guest experience while growing their businesses. This role blends technology, customer service, and problem-solving in a fast-paced, remote environment.

Key Responsibilities:

  • Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.
  • Provide accurate information regarding bookings, services, policies, and other inquiries.
  • Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.
  • Assist with booking and confirming reservations. Assisting with reservations sales
  • Coordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.
  • Create, update, and maintain guest communication templates and FAQs.
  • Ensure all communications reflect the partner's voice and guidelines.
  • Attend occasional virtual meetings and training sessions.
  • Provide constant feedback to the team regarding partner issues / suggestions to improve processes.
  • Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.
Foundational Requirements:
  • Excellent written and verbal English skills for phone, text, and email communication.
  • Must be located in Tamil Nadu.
  • Previous experience in guest services, reservations, or a related field.
  • Strong organizational and multitasking abilities.
  • Ability to work independently in a remote work environment.
  • Attention to detail and commitment to providing exceptional service.
  • Ability to show empathy, exhibit patience, and have a customer-centric mindset
  • Possess critical thinking and problem-solving skills.
  • Ability to learn new software quickly and efficiently.
  • Willingness to ask questions when unclear about a task or process.
  • Short-term vacation rental experience, such as working at a property management company, in a guest communication service, or directly for a platform like Airbnb or VRBO is a must
  • PMS experience in the short term rental industry

The payment will be USD per hour / 40 hours weekly

TECHNICAL REQUIREMENTS:

  • Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
  • i5 8th Gen or higher
  • Windows 10 / MacOS Catalina or higher
  • Minimum of 8 GB RAM
  • Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
  • Back-ups in case of power or internet provider interruptions
  • Good headset and webcam (preferably noise-canceling headset)

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