Guest Services Specialist - Shared Services

About the Role – Tailwind
You'll be joining our Tailwind team, supporting smaller short-term rental operators with outstanding guest communication and property management services. Tailwind combines smart technology with real people to deliver 24/7 support — helping our partners provide an exceptional guest experience while growing their businesses. This role blends technology, customer service, and problem-solving in a fast-paced, remote environment.
Key Responsibilities:
Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.
Provide accurate information regarding bookings, services, policies, and other inquiries.
Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.
Assist with booking and confirming reservations. Assisting with reservations sales
Coordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.
Create, update, and maintain guest communication templates and FAQs.
Ensure all communications reflect the partner's voice and guidelines.
Attend occasional virtual meetings and training sessions.
Provide constant feedback to the team regarding partner issues / suggestions to improve processes.
Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.
Foundational Requirements:
Excellent written and verbal English skills for phone, text, and email communication.
Must be located within Metro Manila, Philippines
Previous experience in guest services, reservations, or a related field.
Strong organizational and multitasking abilities.
Ability to work independently in a remote work environment.
Attention to detail and commitment to providing exceptional service.
Ability to show empathy, exhibit patience, and have a customer-centric mindset
Possess critical thinking and problem-solving skills.
Ability to learn new software quickly and efficiently.
Willingness to ask questions when unclear about a task or process.
Short-term vacation rental experience, such as working at a property management company, in a guest communication service, or directly for a platform like Airbnb or VRBO is a must
PMS experience in the short term rental industry
Must be ready to start by APRIL 1, 2026
Must be willing to work weekends, afterhours, US time zone
TECHNICAL REQUIREMENTS:
Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
i5 8th Gen or higher
Windows 10 / MacOS Catalina or higher
Minimum of 8 GB RAM
Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
Back-ups in case of power or internet provider interruptions
Good headset and webcam (preferably noise-canceling headset)