About the Role
Welcome to TruPorch Homes (PillowPM), where we redefine hospitality by blending the warmth of a private home with the elite service of a boutique hotel. We are seeking a dedicated Remote Front Desk and Guest Experience Associate to join our growing team in the Philippines, acting as the primary point of contact for our guests across high-end short-term rental properties. This is more than a customer support role; it is an opportunity for those with a natural "Service DNA"be it from a 5-star hotel background, a fast-paced BPO environment, or a compassionate healthcare settingto build a long-term, professional career in the thriving US hospitality market.
As our Digital Concierge, you will be the face and voice of TruPorch Homes, ensuring every traveler feels welcomed, heard, and cared for from the moment they inquire until they check out. We pride ourselves on authentic communication rather than robotic scripts, looking for empathetic problem-solvers who can navigate complex situations with grace and professionalism. If you are a highly motivated individual with a passion for excellence and a desire to work in a stable, remote environment, we invite you to bring your 5-star service home to us.
Key Responsibilities- Serve as the primary liaison for guest communication, handling inbound VoIP calls and messages via platforms like Airbnb, Vrbo, and Booking.com with professional etiquette and warmth.
- Manage the guest lifecycle from initial inquiry to post-stay reviews, providing personalized recommendations and proactive assistance as a Digital Concierge.
- Swiftly resolve on-site issues by troubleshooting technical equipment such as smart locks, Wi-Fi routers, and HVAC systems, or by dispatching local maintenance and cleaning crews.
- Coordinate property readiness by acting as the central communication hub between guests and our ground teams, ensuring every home is pristine for arrival.
- Support revenue growth by facilitating reservation modifications, upsells, and diligent follow-ups to secure consistent 5-star guest reviews.
- Maintain accurate records within our Property Management Software (PMS) and internal tools like Slack and Airtable to ensure seamless team collaboration.
- Open to ambitious fresh graduates or professionals with 1 to 5 years of experience in Guest Services, Front Desk operations, high-end dining, BPO, or the Healthcare/Medical field.
- Mastery of the English language, featuring a neutral accent for phone communication and near-native written proficiency for messaging and email.
- Exceptional de-escalation skills with the ability to handle upset guests or complex situations with empathy, patience, and a solution-oriented mindset.
- Technically proficient and highly trainable; must be able to navigate multiple browser tabs, learn new software quickly, and maintain a fast typing speed.
- A dedicated, quiet home office environment free from background noise (no roosters, pets, or traffic noise) to maintain a professional atmosphere during calls.
- Non-negotiable technical setup: Reliable Fiber internet connection (minimum 25 Mbps) with a solid backup plan and a high-quality noise-canceling headset.
- Willingness to work 10:00 AM to 7:00 PM Eastern Time (EST) on a rotating schedule that includes weekends and holidays.
- 100% remote work-from-home arrangement, providing safety, comfort, and zero commute time.
- Competitive starting salary with the potential for annual increases based on performance and dedication.
- 10 days of Paid Time Off (PTO) per year to ensure a healthy work-life balance, with potential increases based on tenure.
- Comprehensive training program covering the intricacies of the US short-term rental market, ideal for those transitioning from other industries.
- A stable, long-term career path within a supportive and inclusive team that treats remote associates with the same respect and care as local staff.
- Opportunity to work with premium properties and high-profile booking platforms in a fast-paced, modern industry.