Freelance Guest Service Agent

Freelance Guest Service Agent Hospitality responsible for digital guest support, ensuring a positive stay experience through communication and problem-solving.

Location: Remote (Germany)

Responsibilities

• Be the first point of contact for guests via chat or phone, handling inquiries and concerns.
• Assist guests before arrival, during check-in, throughout their stay, and after check-out.
• Fulfill guest requests and find pragmatic solutions to challenges.
• Continuously learn about apartments and participate in training to maintain quality standards.
• Coordinate with Guest Service Supervisors on complex issues.

Requirements

• Strong service orientation and willingness to work at various times including weekends.
• Experience in customer support and/or hospitality, e.g., as a call center agent or receptionist, with a preferred background in tourism or hospitality.
• Good organizational, prioritization, and coordination skills with a solution-oriented approach.
• Strong communication skills and ease in dealing with different personalities.
• Proficiency with software and digital solutions.
• Fluent in English (C1) and preferably German (B2).
• Solid knowledge of MS Office (Outlook, PowerPoint, Excel, Word) and experience with booking platforms and property management systems like Apaleo and/or Guesty.
• Comfortable using digital tools, recognizing potentials, and interested in how AI can improve work efficiency.