Stay Pittsburgh x Exo Solutions - Remote

Descripción de la oferta

Guest Communication Agent – English Required – Remote Full-Time

We are looking for a highly responsible Guest Communication Agent with advanced English skills to join our remote hospitality team.
This is a full-time operational role with rotating shifts, including evenings, overnights, and weekends. All communication is conducted 100% in English, including live guest calls.
Apply only if you are fully comfortable handling live calls in English and working rotating shifts across all schedules.

About Stay Pittsburgh

Stay Pittsburgh is a growing hospitality company operating high-quality short-term rentals in the Pittsburgh area, powered by Exo Solutions.
We combine:
-Structured systems and SOP-driven operations
-Strong coordination between remote and on-site teams
-A focus on delivering consistent five-star guest experiences
-Our Communications Team is a critical part of daily operations, ensuring both guest satisfaction and operational execution.

Role Overview

As a Guest Communication Agent, you will report directly to the Communications Team Lead (your direct supervisor and quality control manager).
You will operate at the intersection of:
-Guest experience
-Operational coordination
-Real-time issue resolution
-This role requires multitasking, ownership, and strict adherence to processes.

Core Responsibilities

1. Guest Communication (100% in English)
-Handle inbound and outbound guest calls
-Respond to SMS and platform messages professionally
-Assist with check-ins, check-outs, and reservation changes
-Manage urgent situations with structure and empathy
-Apply company policies consistently
-Document all interactions accurately in systems

2. Operations Coordination
-Coordinate with on-site teams (housekeeping, maintenance)
-Assign and follow up on guest-reported issues
-Ensure tasks are completed and properly closed
-Escalate recurring issues for improvement

3. Monitoring & Data Management
-Monitor on-site cameras as part of operational control
-Track activity and incidents in real time
-Maintain internal spreadsheets and data logs
-Perform consistent data entry and updates
-Ensure accuracy and completeness of operational records

4. Execution & Ownership
-Follow SOPs independently
-Take initiative without waiting for instructions
-Manage multiple tasks simultaneously
-Maintain organization under pressure
-Communicate clearly when issues arise

5. Quality Control & Feedback
-Work under direct supervision of the Team Lead
-Receive and apply constructive feedback
-Maintain a positive, coachable attitude
-Continuously improve performance and communication quality

Schedule & Coverage

Hospitality operates 7 days per week, including nights and weekends.
Standard shift blocks:
8:00 AM – 4:00 PM
4:00 PM – 12:00 AM
12:00 AM – 8:00 AM
Seasonal adjustment (Daylight Saving Time):
7:00 AM – 3:00 PM
3:00 PM – 11:00 PM
11:00 PM – 7:00 AM

Key expectations:

-Weekly schedules remain stable once assigned
-Weekend coverage is required and shared across the team
-Full-time: 40 hours per week (5 shifts)

Candidate Profile

Strong candidates will:
-Have professional-level English (spoken and written)
-Be confident handling live guest calls
-Have direct experience in hospitality (required)
-Stay calm under pressure
-Be highly organized and detail-oriented
-Be comfortable with multitasking and structured workflows
-Take ownership and follow through consistently
-Be open to feedback and continuous improvement
-Be comfortable working evenings, nights, and weekends

Key Success Traits

-Accountability without supervision
-Fast learning of systems and processes
-Strong communication and coordination
-Operational discipline + attention to detail

If you are looking for a structured, fast-paced role where you can grow within a high-performance hospitality team, this role is a strong fit.

Requerimientos

• Educación mínima: Educación Básica Secundaria
• 1 año de experiencia
• Idiomas: Inglés
• Conocimientos: Bilingüe, Google workspace, Hosting, Iniciativa, Adaptabilidad, Hospitalidad, Comunicación con el cliente, Apoyo operativo, Autonomía

Aptitudes asociadas a esta ofertaNuevo

Palabras clave: casa, remoto, remote, teletrabajo, home

23 de febrero (actualizada)

Acerca de EXO SOLUTIONS

We’re a young and talented group of entrepreneurs and engineers with a groundbreaking idea designed to contribute towards a better tomorrow. We provide smart solutions for companies of all sizes and pride ourselves on our unparalleled, dedicated service. At Exo Colombia, we believe that the right understanding and technological edge can lead companies towards a successful future. Contact us today to set up a meeting with one of our sales representatives.

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