COMPANY OVERVIEW:
The Maimon Group - Where Luxury Exceeds Expectations
At The Maimon Group, we offer luxury short-term vacation rentals and asset management in Los Angeles, focusing on curated travel experiences, event venues, and concierge services.
Over the years, our firm has meticulously built our unique portfolio of exclusive properties to deliver experiences that exceed five-star hospitality. This is accomplished through our unparalleled ability to anticipate our guests’ needs and cater to the most discerning requests. Our understanding that we are more than a luxury hospitality brand but experts in the art of living is what makes us an industry leader.
Do you have the ambition and drive to join us?
Our high-performing and fully committed work family is looking for someone who will fit into and enhance our corporate culture.
POSITION SUMMARY:
The Guest Experience & Sales Support Specialist (GXSA) is a remote, Philippines-based role that primarily supports the Guest Experience function, working closely with U.S.-based Guest Experience Agents (including Maddie).
This role supports both live guest interactions and the administrative workflows that underpin the guest experience, including onboarding-related tasks, house manual updates, check-in instruction updates, CRM maintenance, and operational tracking.
Secondarily, the role provides sales and OTA administrative support to ensure booking accuracy, calendar hygiene, and responsiveness during high-volume periods.
This position requires full scheduling flexibility, including nights, weekends, holidays, and variable shifts based on guest demand and operational needs.
RESPONSIBILITIES:
Guest Experience Support (Primary Responsibility)
Serve as a frontline point of contact for guests before, during, and after their stay via approved communication channels (email, messaging platforms, phone as needed)
Support Guest Experience Agents by handling guest questions, service requests, follow-ups, and routine issue resolution
Provide guests with clear and accurate check-in instructions, access details, and stay-related information
Escalate guest issues appropriately following established SOPs and escalation guidelines
Coordinate with Operations, Housekeeping, and Maintenance teams to help resolve guest concerns
Monitor active stays and support in-stay guest needs
Accurately document guest interactions, issues, and resolutions
Guest Experience Administration & Onboarding Support
Support onboarding and setup workflows for new and existing homes from a guest experience perspective
Create, update, and maintain House Manuals, guest-facing instructions, and arrival information
Update and QA check-in instructions, access notes, parking details, and amenity guidance
Maintain accurate guest and reservation records in the CRM and related systems
Support tracking of guest experience tasks, updates, and changes across tools (e.g., Asana, CRM, PMS)
Assist Guest Experience Agents with administrative tasks required to keep homes guest-ready and information current
Check-In, Check-Out & Turnover Support
Assist with confirming check-in readiness and access details
Send and follow up on check-out communications
Relay confirmed check-out times to cleaning teams
Support housekeeping coordination to ensure homes are guest-ready
Flag readiness, access, or cleaning concerns promptly
Internal Collaboration
Communicate clearly and professionally with U.S.-based Guest Experience, Operations, and Sales teams
Follow internal workflows, SOPs, and escalation processes
Assist with owner or vendor coordination when directed
Monitor guest-specific requests (e.g., amenities, pool heat) and flag issues
Sales & OTA Administrative Support (Secondary Responsibility)
Assist with responding to booking inquiries and routing messages appropriately
Help maintain accurate OTA calendars to prevent booking conflicts
Support basic OTA listing updates, audits, and special offers as assigned
Answer and route inbound calls or messages, escalating urgent matters when required
Project & Feedback Support
Complete Guest Experience and onboarding-related tasks in Asana or assigned systems
Collect and document guest feedback and operational notes
Participate in team meetings, training sessions, and coverage handoffs
QUALIFICATIONS:
Required Qualifications
Experience in customer service, hospitality, or guest support roles
Strong written and spoken English communication skills
Reliable internet connection and ability to work remotely
Full scheduling flexibility, including nights, weekends, holidays, and variable shifts
Ability to adjust working hours based on guest demand and onboarding timelines
Strong attention to detail and follow-through
Comfort working within structured SOPs, documentation standards, and escalation guidelines
Ability to manage multiple tasks in a fast-paced environment
COMPENSATION & BENEFITS:
Hourly Rate: $8.00 - $10.00 based on previous experience
Benefits
Paid time off such as PTO, sick days, and vacation days
Location: Remote, Philippines