Virtual Hotel Experience Specialist

Job Title: Virtual Hotel Experience Specialist 
Location: Remote (Philippines)
Employment Type: Full-Time
Department: Guest Services

The Opportunity: Bring Your 5-Star Service Home
Are you tired of the Manila traffic and standing on your feet for 8-10 hours a day? Are you a hospitality professional from a hotel or fine dining background who wants a stable, long-term remote career?

TruPorch Homes (PillowPM) is looking for you. We manage premium short-term rental properties that offer the comfort of a home with the service of a boutique hotel. We are not a generic call center. We do not use robotic scripts. We are looking for true hospitality professionals who have "Service DNA" and know how to make guests feel welcomed, heard, and cared for.

What You Will Do (The "Virtual Front Desk")
You will be the voice and face of our brand. You will handle the guest journey from inquiry to checkout, acting as a "Digital Concierge."

• Guest Communication: Handle inbound calls (via VoIP) and messages (Airbnb, Vrbo, Booking.com) with warmth, perfect grammar, and professional etiquette.
• Problem Solving: Swiftly resolve guest issues (e.g., smart lock trouble, Wi-Fi issues, heating/cooling) by troubleshooting or dispatching our ground team.
• Coordination: Act as the central hub between guests and our cleaners/maintenance staff to ensure properties are perfect for every arrival.
• Revenue & Reviews: Assist with reservation modifications and follow up with guests to secure 5-star reviews.

Who We Are Looking For

• Hospitality Veterans: You have 2+ years of experience in Guest Services, Front Desk, or Concierge roles at reputable hotels (e.g., Shangri-La, Marriott, Accor) or high-end dining establishments.
• Communication Mastery: You possess a neutral English accent for phone calls and near-native written English for messaging. You know how to de-escalate upset guests with empathy, not scripts.
• Tech-Savvy: You can navigate multiple browser tabs, learn new software (PMS, Slack, Airtable) quickly, and type fast.
• Reliability: You are disciplined enough to work from home without supervision.

Technical Requirements (Non-Negotiable)

• Internet: Reliable Fiber connection (Minimum 25 Mbps download/upload) with a backup connection plan.
• Hardware: A working PC/Laptop capable of handling VoIP calls and a noise-canceling headset.
• Environment: A dedicated, quiet home office space. (No roosters, barking dogs, or background noise during shift).

Schedule

• This is a US Hours / Graveyard Shift role (e.g., EST or PST hours). You must be willing to work nights and weekends/holidays on a rotating schedule, as hospitality never sleeps.

What We Offer

• 100% Remote: Work from the comfort of your home.
• Stable Career: We are looking for long-term team members, not temporary freelancers.
• Supportive Team: We provide training and treat our remote team with the same respect as our local team.