Guest Services Specialist - Voice Operations

About the Role – Tailwind

You’ll be joining our Tailwind, Extenteam's AI-powered guest communications platform that combines smart automation with real human agents to deliver 24/7 support for short-term rental operators across North America. 

This is a phone-first, high-volume role – you will be on live calls for the majority of your shift handling inbound and outbound guest interactions at pace. Tailwind combines smart technology with real people to deliver 24/7 support, helping our partners provide an exceptional guest experience while growing their businesses.

The majority of your time will be spent on live voice calls, with occasional support across SMS, and chat† messaging channels. If you have handled 60 or more inbound calls per day and can resolve guest issues quickly and calmly over the phone, this role is built for you.

Key Responsibilities:

• Handle a high volume of inbound guest calls – resolving booking questions, complaints, maintenance issues, and general inquiries in real time.
• Make outbound calls to guests, property managers, and vendors to follow up on open issues and confirm resolutions.
• Assist with booking, confirming, and modifying reservations over the phone, including reservation sales support.
• Escalate urgent property or guest safety issues immediately per established protocols.
• Coordinate with property managers and internal operations teams during live calls to resolve complex situations.
• Dispatch vendors (HVAC, plumbing, electrical) verbally and confirm resolution via follow-up call.
• Log accurate call notes and dispositions in real time while maintaining full attention on the guest.
• Provide ongoing feedback to the team on recurring guest issues and process improvement opportunities.
• Attend brief daily huddles and weekly team check-ins.

Performance Standards:

Performance is measured monthly. The two primary metrics are:

• Voice Response: 95% of inbound calls answered within 3 minutes
• Guest Resolution Rate: 85% of guest inquiries resolved without escalation

Secondary channel targets are also tracked monthly:

• SMS/Text Response: 80% responded within 5 minutes
• Chat/OTA Message Response: 80% responded within 4 minutes
• Email Response: 80% responded within 5 hours

Consistent failure to meet primary targets triggers a formal remediation process.

Foundational Requirements:

• Minimum 2 years of inbound call center experience with verifiable high call volume (60+ calls per day) – applicants will be asked to confirm previous employer, role title, and average daily call volume during the application process.
• Excellent spoken and written English skills – clarity and professionalism on live calls is non-negotiable.
• Must be located within Metro Manila or Cebu City, Philippines.
• Stable internet connection and a quiet, dedicated workspace suitable for live calls.
• Ability to stay composed, empathetic, and solution-oriented on difficult or high-pressure calls.
• Accurate and fast note-taker – able to log call details without losing focus on the guest.
• Possess critical thinking and problem-solving skills – able to assess situations and act without waiting to be told every step.
• Ability to learn new software quickly – you will use PMS and communication tools from day one.
• Background in travel or hospitality is required – this includes short-term vacation rental, travel agency, airline, hotel, or similar guest-facing industry experience. Short-term vacation rental experience is strongly preferred.
• PMS experience in the short-term rental industry is a plus.
• Must be ready to start by May 01 2026.
• Must be willing to work weekends, afterhours, US time zone.