Job Description

Operations & Guest Communications Agent

Department: Operations

Employment Type: Part Time

Location: Philippines

Reporting To: Bianca Unglaube - Guest Communications Manager

Compensation: $5.00 - $6.00 / hour

Description

Role Information:

Title: Operations & Guest Communications Agent (Part-time)

Location: Remote

Department: Operations

Company: Roam Hospitality

Supporting Links:

• https://roamhospitality.com/

Support our Guest Communications team with clear and fast communication. Taking care of our guests to make sure that they’re happy, cared for and attended to

Roam Hospitality is a Boutique Hotel Management & Hospitality Services company for Independent Hotels. We are looking to redefine what it means to operate a boutique hotel through modern hospitality management services in today's digital age. Our services combine design, brand strategy, and operational execution to help independent hotels increase performance, improve guest experience, and drive long-term value

Roam is looking for a Operations & Guest Communications Agent to oversee the daily communications of part of Roam’s portfolio. This individual will manage guest communications across our boutique hotel portfolio. This role is focused exclusively on supporting guests before, during, and after their stay, ensuring timely responses, clear information, and a positive guest experience. The Communications Agent will handle multiple guest conversations throughout the day and collaborate with internal teams as needed to resolve guest issues.

• Base Salary
• $5/hr month 1, $5.50/hr month 2, $6/hr month 3 onwards, tracked on hours, scheduled for 40hrs/week
• Timezone/Working Hrs:
• Timezone: 1am-9am EST (1pm-9pm MNL)
• This is a part-time position
• You would be working up to 4 hours / day between 1am-9am EST as-needed, with breaks
• Strongly preferred: Ability to be flexible to cover other team members on off-days as-needed (Still working up to 4 hours a day)
• Contract Structure
• 1099 contractor

Key Responsibilities

Guest Related Responsibilities:

• Respond to guest messages before, during, and after stays across booking platforms.
• Provide clear check-in, stay, and checkout instructions to guests.
• Manage the Roam Hospitality phone line for all incoming guest calls and inquiries
• Address guest questions and concerns promptly and professionally.
• Assist with guest resolutions and claims documentation.
• Assist with review monitoring and basic complaint resolution.
• Monitor and respond to time-sensitive guest issues, escalating when appropriate.

Operational Responsibilities:

• Handle billing and payment processing for guests.
• Coordinate and communicate with onsite vendors and contractors for housekeeping requests and maintenance issues.
• Coordinate internally via Slack to support guest issue resolution.
• Log communications, issues, and outcomes in Cloudbeds and Whistle.
• Other duties as assigned.

Desired Experience & Competencies

• Worked with boutique hotels or a hotel management company in the past
• Great quality communicator (English)
• Confident
• Ability to manage a lot of different moving pieces
• Ability to stay calm when a lot is going on

Growth Opportunity

🕰️Grow into a Full-time Role - As we onboard more hotels throughout the year, we will be looking to transition you from part-time to full-time if this aligns with your goals

🚀Role Growth - Fast growing company - good opportunity for growth to Team Lead roles. We almost exclusively hire from within when looking for Team Lead.

🏦Compensation Growth - We bill $7-8/hr on average for our Team Lead roles as you progress within the company