Guest Services Specialist - Shared Services

About the Role

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 within Metro Manila, Philippines
• 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
• Must be ready to start by APRIL 1, 2026
• Must be willing to work weekends, afterhours, US time zone

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)