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Remote Guest Experience Coordinator | AU | WFH
Job Location:
Job Location:
National Capital Region - Philippines
Monthly Salary:
PHP 30000 - 45000
Monthly Salary:
Experience Required:
3years
Experience Required:
Posted:
29 August 2026 (27 days ago)
Posted:
Application Deadline:
26 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Setup and Location: Work From Home - Philippines
Work Schedule: 7:00 AM-5:00 PM (AEST) 05:00 AM-2:00 PM (PH Time)
Employment Type: Full-time
Ready to do work that actually excites you
Were looking for a Remote Guest Experience Coordinator to support an Australian hospitality business offering sophisticated short-stay apartments in major urban centres. Youll manage guest enquiries reservations and guest support while delivering exceptional customer experiences at every stage of the guest journey.
What Youll Do
Youll be the kind of person who:
Email & Correspondence Management
- Provide comprehensive oversight and management of inboxes.
- Read review and action all incoming electronic correspondence.
- Ensure inboxes are cleared and all correspondence is appropriately filed in accordance with the clients filing protocols by the close of each business day.
Daily Checklist
- Adhere to the clients operational daily checklist.
- Complete all assigned daily operational tasks accurately and within agreed timeframes.
Guest Communication & Support
- Respond to guest inquiries via phone email live chat and messaging platforms.
- Provide accurate information on rooms rates amenities policies and local attractions.
- Handle guest complaints and service recovery matters with professionalism and empathy.
- Escalate urgent or on-site issues to management teams when required.
- Issue manage and troubleshoot room and hotel access including mobile keys digital access and replacement keys.
Security Verification for Key Access
- Verify guest identity using approved identifiers prior to issuing or reactivating key access.
- Confirm active reservation status and room assignment in the Property Management System (PMS) before proceeding.
- Follow client procedures for lost keys lockouts and access change requests including documenting actions taken.
Reservations & Booking Management
- Create modify and cancel reservations using the Property Management System (PMS).
- Assist guests with room upgrades special requests and package options.
- Ensure the accuracy of guest data payment details and preferences.
- Upsell rooms add-ons and hotel services where appropriate.
- Process new reservations modifications and amendments based on email requests and client instructions.
- Update Online Travel Agency (OTA) platforms including Expedia and in accordance with provided directives.
- Issue reservation confirmations and guest communications following completed booking actions.
Pre-Arrival & Post-Stay Support
- Conduct pre-arrival outreach including confirmation emails special requests and arrival details.
- Coordinate special occasions such as birthdays anniversaries and VIP stays.
- Handle post-stay follow-ups guest feedback and review responses.
- Process billing queries and liaise with management teams as required.
Internal Coordination
- Communicate effectively with housekeeping reservations guest services and management teams.
- Maintain accurate guest profiles and internal notes within company systems.
Security & Compliance
- Comply with data protection and PCI standards.
- Maintain the confidentiality of guest and business information.
- Use only approved systems and secure access protocols.
Requirements
What You Bring
Were looking for someone with:
- Minimum 3 years of experience in a hotel hospitality guest services reservations or front office role.
- Bachelors degree in Hotel and Restaurant Management Hospitality Management Tourism or a related field.
- Proven experience using a Property Management System (PMS) with MEWS experience highly preferred.
- Previous experience within the hotel hospitality or accommodation industry is required.
- Strong customer service and communication skills with the ability to deliver a professional and seamless guest experience.
- Ability to thrive in a fast-paced environment while managing multiple guest enquiries bookings and administrative tasks simultaneously.
- Experience handling reservations guest communications check-in/check-out support and service recovery.
- Highly organised with strong attention to detail and the ability to maintain accurate guest records and booking information.
- Comfortable working across multiple systems communication channels and online booking platforms.
- Proactive solutions-focused and able to remain calm and professional when managing guest concerns or urgent requests.
Benefits
Why Youll Love Working Here
- HMO dental and life insurance for you and one free dependent from day one with the option to add more.
- Uncapped placement incentives.
- Ongoing training and upskilling opportunities.
- Paid leaves including birthday vacation medical and maternity with up to 6 vacation days convertible to cash on your anniversary.
- Employee engagement activities such as year-end party family day team building and more.
Lets Talk
If youre thinking this sounds like meit probably is. Click apply. We cant wait to meet you.
Required Skills:
Minimum 3 years of experience in a hotel hospitality guest services reservations or front office role. Bachelors degree in Hotel and Restaurant Management Hospitality Management Tourism or a related field. Proven experience using a Property Management System (PMS) with MEWS experience highly preferred. Previous experience within the hotel hospitality or accommodation industry is required. Strong customer service and communication skills with the ability to deliver a professional and seamless guest experience. Ability to thrive in a fast-paced environment while managing multiple guest enquiries bookings and administrative tasks simultaneously. Experience handling reservations guest communications check-in/check-out support and service recovery. Highly organised with strong attention to detail and the ability to maintain accurate guest records and booking information. Comfortable working across multiple systems communication channels and online booking platforms. Proactive solutions-focused and able to remain calm and professional when managing guest concerns or urgent requests.
Required Education:
Bachelors degree in Hotel and Restaurant Management Hospitality Management Tourism or a related field.
