At KeyNest GuestCare, we help property managers and short-term rental businesses deliver exceptional guest experiences, day and night.
As a GuestCare Specialist, you'll become an extension of our customers' teams, supporting guests throughout their stay and helping resolve everything from simple questions to urgent situations. Whether it's helping a guest check in, coordinating a maintenance issue, or reassuring someone during an unexpected problem, you'll be trusted to make informed decisions and keep guests updated every step of the way.
This isn't a scripted customer service role. We're looking for people who enjoy taking ownership, thinking critically and delivering outstanding hospitality through every interaction.
If you're calm under pressure, communicate with empathy and enjoy solving real-world problems, we'd love to hear from you.
Tasks
- Support guests via phone, email and live chat throughout their stay.
- Assist with check-ins, check-outs and general booking enquiries.
- Resolve guest issues quickly while delivering a high standard of customer service.
- Coordinate with property managers, maintenance teams and other suppliers to resolve operational issues.
- Assess the urgency of each situation and prioritise accordingly.
- Make outbound calls to guests, property managers and contractors when required.
- Accurately document all interactions and actions taken.
- Escalate issues where appropriate while maintaining ownership of the guest experience.
- Follow customer-specific procedures and brand guidelines.
- Contribute ideas to improve GuestCare processes and service quality.
Requirements
Languages
Fluent English (spoken and written).
Fluent in at least one of the following:
Spanish
French
Additional languages are a strong advantage.
Experience
- At least 2 years' experience in customer support, hospitality, tourism or another customer-facing role.
- Comfortable handling customer conversations over the phone.
- Experience within short-term rentals, hotels, travel or property management is highly desirable, but not essential.
Skills
- Excellent communication and interpersonal skills.
- A naturally empathetic and customer-focused approach.
- Strong problem-solving and decision-making ability.
- Calm and confident under pressure.
- Excellent organisational skills and attention to detail.
- Comfortable working independently in a fully remote environment.
- Flexible to work a rotating shift pattern, including evenings, weekends and public holidays.
Benefits
- Fully remote working.
- 45-hour working week on a rotating shift pattern.
- Comprehensive onboarding and ongoing development.
- The opportunity to work with leading short-term rental operators across multiple countries.
- A supportive, collaborative international team.
- Clear opportunities for career progression as GuestCare continues to grow.
- Competitive salary based on your experience and location, with the opportunity to help shape and build a new team and product from the ground up.
At GuestCare, every interaction matters.
We're trusted by property managers to represent their businesses and deliver the level of service they would provide themselves. That means every conversation is an opportunity to create a positive guest experience, solve a problem and build trust.
If you're passionate about hospitality, enjoy helping people and want to be part of a fast-growing international team, we'd love to hear from you.
Our hiring process typically includes an initial interview, a practical assessment and a final interview.
Apply today and help us redefine guest support for the short-term rental industry
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