Full-time Guest Support Representative

Company: 5 Seasons Homestays
Location: Remote
Type: Full-Time Virtual Assistant
Openings: 1

About Us
5 Seasons Homestays is a short-term rental property management and co-hosting company. We specialize in delivering exceptional stays through strong communication, fast resolutions, and consistent operational standards.

Role Overview
We are hiring one full-time Guest Support Representative to handle guest messaging, reservation support, listing updates, and issue resolution across multiple channels. This role includes fixed weekend shifts (Saturday and Sunday) with weekday days off to be discussed upon hiring. This role is ideal for someone who is warm, calm under pressure, highly detail-oriented, and confident communicating at a native level.

Schedule
Weekend shifts: Saturday and Sunday (fixed)
Weekday schedule: To be discussed

Key Responsibilities
- Manage guest communications across platforms (inbox, SMS, email, and calls as needed)
- Respond quickly and professionally to inquiries, requests, and guest issues
- Support reservations, stay instructions, check-in/check-out guidance, and troubleshooting
- De-escalate complaints and turn negative situations into positive outcomes
- Coordinate with internal operations (maintenance/cleaning) to resolve issues fast
- Update listings and guest-facing instructions to reduce repeat questions/issues
- Document issues, preferences, and follow-ups for team continuity
- Maintain response-time standards and high guest satisfaction

Required Qualifications (Must-Have)
- C2-level English proficiency (native-level speaking and writing)
- Strong warm, professional, conversational communication style with empathy
- Customer service mindset with excellent de-escalation and problem-solving skills
- Ability to manage multiple chats/conversations at once without missing details
- Reliable internet, quiet workspace, and ability to handle calls professionally
- Availability to work weekends as a fixed part of the schedule

Preferred Qualifications
- Hospitality / customer support / travel industry experience
- Short-term rental guest communication experience ( ---------- )
- Familiarity with SOP-based operations

What Makes 5 Seasons Homestays Different
- We treat guest experience as a system, not improvisation
- Clear standards, strong training, and a team that values ownership and follow-through


How to Apply (Required)
1. Send your updated resume
2. Submit ONE Loom video (max 5 minutes) covering the tasks below

How to submit: Record at ---------- and send the link with your application.

TASK 1: Introduction (1 minute)
- Introduce yourself
- Share relevant experience with STR

TASK 2: Multi-Channel Communication Scenario (2 minutes)
At 2 PM you are handling:
- Phone call: guest on hold about a Wi-Fi issue
- SMS: guest asking about early check-in (3 hours early)
- Email: upset guest complaining about noisy neighbors at 1 AM last night

Show how you prioritize, and give your word-for-word response to ONE scenario.

Important: Applications without the Loom video will not be reviewed.