Evening & Overnight Guest Communications Specialist — Furnished Rental Company (7 Days/Week)

Hours: 5:00 AM - 3:00 PM Philippine Time (7 days per week)
Salary: ?37,000 ($600 USD)
Job Type: Full-time, Work from Home, Long-term

About Us:
We are a growing furnished short-term and mid-term rental management company in the United States. We provide fully furnished, all-utilities-included housing for corporate travelers, military personnel, and relocating professionals. We are scaling quickly and building a long-term team to grow with us.

The Role:
We are looking for a reliable, professional Guest Communications Specialist to handle all evening and overnight guest interactions. You will be the primary point of contact for our guests during your shift — answering calls, responding to text messages, and replying to booking platfor ---------- ssages.
This is a communication-heavy role. You must be comfortable speaking with guests over the phone in clear, professional English.

What You'll Do:
Answer guest phone calls, text messages, and platfor ---------- ssages (Airbnb, email , etc.)
Provide gate access codes and door lock codes to arriving guests
Assist guests with check-in questions, directions, and basic property information
Handle routine maintenance issues by following troubleshooting scripts (e.g., HVAC resets, breaker trips, WiFi issues, lockouts)
Coordinate emergency maintenance situations per escalation protocol (e.g., water leaks, no heat/AC, security concerns) — contact on-call vendors or management as needed
Take detailed messages for any issues that require follow-up by the daytime team
Document all maintenance requests clearly and accurately with unit number, issue description, and urgency level
Conduct a shift-change brief at the start of your shift (receiving updates from the day team) and at the end of your shift (leaving notes for the morning team)
Follow scripts and SOPs for common guest questions and scenarios
Escalate true emergencies to management immediately per our escalation protocol
Maintain a professional, friendly, and helpful tone in all guest interactions

Requirements:
Excellent spoken English — you will be speaking with American guests on the phone daily. Accent is fine, but clarity and confidence are essential.
Strong written English for text and messaging responses
Reliable high-speed internet connection and quiet work environment (you will be on phone calls)
Reliable computer with headset/microphone
Available to work 5:00 AM - 3:00 PM Philippine Time, 7 days per week
Detail-oriented — accuracy with codes, names, and unit numbers matters
Ability to follow SOPs and scripts consistently
Patient and calm under pressure — guests calling late at night may be frustrated or confused
Punctual and dependable — this shift cannot be missed

Nice to Have:
Previous experience in hospitality, hotel front desk, or call center
Experience with Airbnb, Lodgify, or any property management platform
Experience with short-term or furnished rentals
Customer service background

What We Offer:
Stable, long-term position — we are growing and need someone who wants to grow with us
Opportunity to advance into a senior role or team lead position as we scale
Work from home — no commute
Consistent daily schedule (no rotating shifts)
Paid training on all systems and processes
Supportive team environment with clear SOPs and scripts provided
Performance bonuses as the company grows

Schedule Details:
5:00 AM - 3:00 PM Philippine Time (10 hours), 7 days per week
This corresponds to evening/overnight hours in the US Eastern timezone
Busiest period is typically the first 4-5 hours of your shift (guest check-ins). The later hours are lower volume but require you to remain available and responsive.

To Apply:
Please begin your application with the word NIGHTSHIFT so we know you've read this entire listing.
Include a 1-2 minute voice recording introducing yourself in English. In your recording, answer this question: "A guest calls you at midnight and says they cannot get through the front gate. What would you do?"
Tell us about your previous customer service, hospitality, or communication experience.

Confirm that you are available to work 5:00 AM - 3:00 PM Philippine Time, 7 days per week, and can start within 2 weeks.

Applications missing the keyword or voice recording will not be reviewed.