At KeyNest GuestCare, we help property managers and short-term rental businesses deliver exceptional guest experiences, day and night.
As a GuestCare Specialist, you'll become an extension of our customers' teams, supporting guests throughout their stay and helping resolve everything from simple questions to urgent situations. Whether it's helping a guest check in, coordinating a maintenance issue, or reassuring someone during an unexpected problem, you'll be trusted to make informed decisions and keep guests updated every step of the way.
This isn't a scripted customer service role. We're looking for people who enjoy taking ownership, thinking critically and delivering outstanding hospitality through every interaction.
If you're calm under pressure, communicate with empathy and enjoy solving real-world problems, we'd love to hear from you.
Tasks:
- Assist with check-ins, check-outs and general booking enquiries.
- Resolve guest issues quickly while delivering a high standard of customer service.
- Coordinate with property managers,
maintenance teams and other suppliers to resolve operational issues.
- Assess the urgency of each situation and prioritise accordingly.
- Make outbound calls to guests, property managers and contractors when required.
- Accurately document all interactions and actions taken.
- Escalate issues where appropriate while maintaining ownership of the guest experience.
- Follow customer-specific procedures and brand guidelines.
- Contribute ideas to improve GuestCare processes and service quality.
Requirements:
Languages
- Fluent English (spoken and written).
- Fluent in at least one of the following:
- Spanish
- French
- Additional languages are a strong advantage.
Experience
- At least 2 years' experience in customer support, hospitality, tourism or another customer-facing role.
- Comfortable handling customer conversations over the phone.
- Experience within short-term rentals, hotels, travel or property management is highly desirable,