Remote Guest Relations Operations Manager
Remote Guest Relations Operations Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Where Properties and Careers Rise
Success in property development isn t just built it s carefully designed. Our client transforms spaces maximizes investments and reshapes communities with expertise and passion. They provide professionals with the tools knowledge and global exposure needed to construct a rewarding career. Here every project is an opportunity to grow lead and leave a mark in an everevolving industry.
Job Description
As an Operations Manager you will oversee daily operations for selfcheckin hotels ensuring seamless guest experiences and operational efficiency. You ll leverage Guesty G Suite Google Voice Gmail and Basecamp while managing Stripe accounts to reduce chargebacks. Your expertise in hospitality and process optimization will drive guest satisfaction and business success.
Job Overview
Shift: Mid Shift (Mon Fri 3:00 PM 12:00 AM Weekends Off)
Work setup: Permanent Work From Home
Guest Communication
- Serve as the main contact for guest inquiries complaints and feedback via Guesty Google Voice and email.
- Ensure timely professional responses to all prestay instay and poststay communications.
- Resolve escalated guest issues coordinating with local contractors when needed.
Operations Management
- Use Guesty to automate guest communications manage bookings and assign tasks.
- Coordinate with cleaners and maintenance teams to ensure properties are guestready.
- Maintain accurate property listings across platforms (e.g. Airbnb Booking.com).
- Monitor guest reviews address concerns and implement improvements to boost ratings.
- Identify and implement scalable operational enhancements for growing property portfolios.
Payment & Chargeback Management
- Set up and optimize Stripe for guest payments preventing disputes and chargebacks.
- Analyze payment issues collaborate with Stripe support and enhance fraud prevention.
- Implement verification protocols and transparent policies to reduce disputes.
- Draft and manage chargeback responses efficiently.
Project & Task Management
- Use Basecamp to track and manage tasks ensuring timely project completion.
- Develop and maintain standard operating procedures (SOPs).
Technology & Reporting
- Leverage Guesty automation and analytics to optimize operations.
- Use G Suite (Docs Sheets Drive) for documentation reporting and KPI tracking.
- Manage guest calls and voicemails via Google Voice for seamless communication.
- Generate performance reports with insights and actionable recommendations.
Team Collaboration
- Train team members on Guesty G Suite Stripe and Basecamp.
- Act as a liaison between remote staff local service providers and management.
Requirements
The Qualifications We Seek
Experience:
- 2 3 years of experience in hospitality operations guest relations or a similar role.
- Handson experience with the Guesty Property Management System (required).
- Proven ability to manage Stripe accounts including handling chargebacks and resolving payment disputes.
Skills:
- Strong problemsolving and analytical skills particularly in operational and paymentrelated challenges.
- Excellent written and verbal English communication skills.
- Proficiency in remote collaboration tools such as G Suite Google Voice Gmail and Basecamp.
- Familiarity with fraud prevention tools and techniques including 3D Secure and payment verification methods.
Work Hours:
- Flexibility to work UK business hours and be available for urgent escalations including weekends if required.
Benefits
Exciting Perks Await!
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Permanent WFH arrangement
- Mid shift schedule
- Fixed weekends off
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
Welcome to Emapta Philippines!
Join a team that values camaraderie excellence and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 Emapta stands proudly alongside industry giants offering stability and exciting career opportunities. Your career flourishes here with competitive compensation international clients and a work culture focused on collaboration and innovation. Work with global clients across industries supported by a stable foundation and likeminded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and discover the #EmaptaExperience!
The Qualifications We Seek Experience: 2 3 years of experience in hospitality operations, guest relations, or a similar role. Hands-on experience with the Guesty Property Management System (required). Proven ability to manage Stripe accounts, including handling chargebacks and resolving payment disputes. Skills: Strong problem-solving and analytical skills, particularly in operational and payment-related challenges. Excellent written and verbal English communication skills. Proficiency in remote collaboration tools such as G Suite, Google Voice, Gmail, and Basecamp. Familiarity with fraud prevention tools and techniques, including 3D Secure and payment verification methods. Work Hours: Flexibility to work UK business hours and be available for urgent escalations, including weekends if required.
Employment Type
Full Time
Company Industry
Financial Services / Insurance Agencies and Brokerages / Investment Banking
