Guest Services and Operations Assistant

Role Overview

• Manage guest communication across active reservations and respond promptly to inquiries, requests, and concerns
• Provide clear, warm, and reassuring communication, especially during delays or service disruptions
• Support guest check-ins and check-outs, including handling early/late requests within guidelines
• Assist guests with access issues, navigation, gate entry, parking, and property-related concerns
• Ensure all guests receive complete and accurate pre-arrival information (instructions, codes, directions, parking, etc.)
• Oversee same-day turnovers and exercise strong judgment in identifying and addressing potential delays
• Communicate realistic check-in timelines to guests when necessary to manage expectations
• Coordinate closely with housekeeping to ensure turnovers are completed on time and to standard
• Follow through on all housekeeping and maintenance tasks—not just assigning, but confirming acknowledgment, tracking progress, and ensuring completion
• Communicate special cleaning requirements, damage reports, missing items, and maintenance issues
• Ensure all issues are acknowledged, timelines are confirmed, and updates are tracked through resolution
• Log and document all maintenance concerns, guest complaints, and operational issues requiring follow-up
• Provide timely updates and reassurance to guests during cleaning or repair delays
• Review overnight messages, new bookings, reservation changes, and guest inquiries
• Maintain strong awareness of property status, including arrivals, departures, and ongoing issues
• Develop familiarity with property-specific details, including access procedures, parking, and unique property requirements
• Utilize property management systems (e.g., Hostaway) to manage reservations, guest communication, and operational workflows
• Adapt quickly to internal tools and communication platforms (e.g., Slack or similar systems) to ensure seamless coordination with the team
• Support phone-based guest communication where calls may be routed during active shifts
• Operate independently and apply sound judgment in resolving issues
• Escalate only critical issues such as safety concerns, access failures without workaround, major system failures, or guest escalation risks

Requirements

• Strong written and verbal English communication skills
• Experience in customer service, hospitality, property management, virtual assistance, or operations coordination
• Ability to communicate warmly, professionally, and calmly under pressure
• Strong attention to detail with excellent task tracking and follow-through
• Proven ability to manage multiple priorities in fast-paced environments
• Strong problem-solving skills with a solution-oriented mindset
• Ability to work independently and make decisions within defined guidelines
• Willingness to work a split shift schedule aligned to Hawaii time
• Comfortable handling real-time guest support and operational coordination
• Tech-savvy and able to quickly learn new systems and tools

Benefits

• Remote work flexibility