Guest Experience Specialist



Customer Service
Posted on Friday, October 27, 2023

Frontdesk is at the cutting edge of hospitality with a new generation of travelers in mind. We operate in 30+ U.S. markets and have more than 1,000 units across 150+ buildings. We’re scaling rapidly in pursuit of bringing seamless stays for the modern traveler to unlock a dynamic lifestyle, anytime, anywhere. Our culture is defined by service, optimism, humility, and vision.

The Guest Experience Specialist will be responsible for overseeing customer service for 800+ units at a time across all cities in which we operate. You will work 8-hour ‘virtual office’ shifts, primarily focused on answering phone calls from our guests and operating teams. While the majority of your time will be spent answering and making calls, you'll also spend time with guests via other communication channels like text, email, and booking platforms. Additionally, you will be expected to upsell our direct booking experience, complete any delegated tasks and at times may be required to utilize your creativity and organizational skills to help management improve upon current processes and procedures for this position. The right candidate must be able to find information with minimal guidance using the tools that we provide and have the ability to think through tough situations and make difficult decisions as needed. This position is required to work our unique rotating schedule with two days off a week.

We're looking for someone who has:
- At least 3 years experience in a customer service role (required)
- Hospitality or short -term rental experience
- Strong multi-tasking skills (required)
- Ability to work from a quiet location (Required)
- Previous remote job experience (strongly preferred)
- Experience with Slack and Google Drive (preferred)
- Willing to work 5 days a week including weekends and holidays
- Must have a strong phone presence and be able to take calls as they come in
- Must be extremely responsive via email and text
- Must be technologically inclined
- Must adhere to and consistently meet response times
- Must have access to a smartphone. as well as a computer with reliable internet connection
- Must have an upbeat, team-oriented personality