Remote Guest Relations & Operations Manager | Mid Shift | WFH | Day 1 HMO

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Posted 2d ago

Seize the Opportunity to Elevate Global Hospitality Operations

In the fast-paced world of finance and property management, it’s all about balancing the books and elevating guest experiences. Here’s your chance to manage international hospitality operations, optimize payment systems, and secure seamless stays—all from your home office. Ready to make a global impact and cash in on career growth?

Join a Leading Global Team

We are seeking an experienced Guest Relations & Operations Manager to oversee daily operations for a portfolio of self-check-in hotels. This role requires in-depth expertise with Guesty, proficiency in remote collaboration tools such as G Suite, Google Voice, Gmail, and Basecamp, and the ability to implement payment solutions, particularly managing Stripe accounts and reducing chargebacks.

Career Snapshot: What You Need to Know

Employment Type: Full-time

Shift: Monday to Friday, 3:00 PM to 12:00 AM (UK Business Hours)

Work Setup: Permanent work-from-home

Why You’ll Love Working Here: Perks and Benefits

  • Day 1 HMO coverage with free dependent
  • Competitive Salary Package
  • Permanent WFH arrangement
  • Prime office location (Easy access to MRT stations, restaurants, and banks)
  • Midshift schedule
  • Fixed weekends off
  • Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
  • Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  • Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
  • Unlimited opportunities for employee referral incentives across the organization
  • Standard government and Emapta benefits
  • Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  • Fun engagement activities for employees
  • Mentorship and exposure to global leaders and teams
  • Career growth opportunities
  • Diverse and supportive work environment

What We’re Looking For: Your Expertise and Qualifications

Experience

  • 2-3 years of experience in hospitality operations, guest relations, or a similar role.
  • Proven expertise with the Guesty Property Management System (required).
  • Experience managing Stripe accounts with a focus on reducing chargebacks and resolving payment disputes.

Skills

  • Strong problem-solving and analytical skills, particularly in resolving operational and payment-related challenges.
  • Excellent written and verbal English communication abilities.
  • Proficiency in remote collaboration tools, such as G Suite, Google Voice, Gmail, and Basecamp.
  • Familiarity with fraud prevention tools and techniques (e.g., 3D Secure, payment verification).

Work Hours

  • Flexibility to work UK business hours and handle urgent escalations, including weekends when required.

Your Key Role: Responsibilities That Drive Success

Guest Communication

  • Serve as the main point of contact for guest inquiries, complaints, and feedback via Guesty, Google Voice, and email.
  • Provide timely, professional responses to pre-stay, in-stay, and post-stay communications.
  • Resolve escalated guest issues promptly, coordinating with local contractors when needed.

Operations Management

  • Automate guest communications, manage bookings, and assign tasks using Guesty.
  • Coordinate with cleaning and maintenance teams to ensure all properties are guest-ready.
  • Oversee and update property listings across booking platforms (e.g., Airbnb, Booking.com) to ensure accurate pricing, availability, and descriptions.
  • Monitor guest reviews and implement action plans to address recurring issues.
  • Identify and implement operational improvements to enhance guest satisfaction and property performance.
  • Take ownership of improving guest review scores by addressing issues and implementing solutions.
  • Ensure processes are scalable to support the addition of new properties.

Payment and Chargeback Management

Stripe Expertise:

  • Ensure proper setup and usage of Stripe for processing guest payments.
  • Identify and resolve chargeback issues by analyzing disputes and reviewing transaction workflows.
  • Collaborate with Stripe support to optimize settings and reduce fraudulent transactions.

Chargeback Reduction:

  • Implement proactive solutions, including fraud detection tools, payment verification protocols, and transparent guest policies to minimize disputes.
  • Draft responses to payment disputes and manage the resolution process effectively.

Project and Task Management

  • Track and manage tasks using Basecamp, ensuring timely project completion.
  • Collaborate with the team to create and maintain standard operating procedures (SOPs).

Tool Expertise and Technology

  • Maximize the use of Guesty’s automation and analytics features to optimize operations.
  • Use G Suite (Google Docs, Sheets, Drive) for documentation, reporting, and KPI tracking.
  • Manage guest calls and voicemails using Google Voice to ensure efficient communication.

Reporting and Analytics

  • Generate weekly and monthly performance reports, including guest satisfaction metrics, operational insights, and payment analytics.
  • Provide actionable recommendations to improve operations and financial performance.

Team Collaboration

  • Train team members on tools such as Guesty, G Suite, Stripe, and Basecamp.
  • Act as a liaison between remote staff, local service providers, and the management team to ensure seamless operations.

About the Organization: HP Property Management and Lettings Limited

Our client is a powerhouse in property development, investment, and training. Founded in 2002, this dynamic organization is passionate about revitalizing communities and unlocking the potential of the UK’s property market. They have created a robust portfolio of self-check-in hotels, transforming hospitality experiences across the UK. Their leadership team brings a wealth of expertise, with decades of experience in property management, guest relations, and mentorship. Their commitment to innovation, service excellence, and local development makes them a standout leader in the industry.

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!

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Company profile

Company Logo for EMAPTA
Information & Communication TechnologyMore than 10,000 employees

At Emapta, we prioritize diversity, inclusion, and equality in our workforce.

We believe that a diverse team fuels innovation and drives success. We embrace individuals' unique backgrounds, experiences, and perspectives, fostering an environment where everyone feels valued and empowered.

Our hiring practices are fair and unbiased, providing equal opportunities for all qualified candidates. We actively seek diverse talent and encourage individuals from underrepresented groups to apply.

Join us in creating a workplace that celebrates diversity, inclusion, and equality to drive positive change for all.

Perks and benefits
Medical
Miscellaneous allowance
Loans
Dental
Sports (e.g. Gym)
Emapta Academy

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