Professional Remote Guest Experience Manager

Guest Experience Manager

Job Title: Professional Remote Guest Experience Manager (Office Hours and Out of Office Hours)
Company: ---------- nt Stays
Location: Remote (Philippines-based)
Employment Type: Full-Time

In office hours: Monday to Friday 8am – 3pm UK time (35 hours/week)
Out of office hours: Saturday or Sunday 8am-8pm (13 hours/week)
On call hours: 9pm – 8am UK time (pay as and when)


About Us

We're Malyon Group, a holding company of two great brands; ---------- nt and The Stay Co. We're one team with a shared obsession of doing hospitality properly.

---------- nt Stays is our collection of premium apartments in Edinburgh and Glasgow; spaces we've poured a lot of care into because we genuinely believe the little ---------- nts matter - a seamless check-in that actually works, a local tip that makes someone's trip and going above and beyond to make sure the guest has the most memorable stay ever.

The Stay Co grew out of that same thinking, built to help landlords take the stress out of short-term letting with the pricing know-how, guest management and hands-on support that most people simply don't have the time to figure out alone. Compared to ---------- nt, it's a more fun, mass market brand.

We're a small, growing team that moves fast and takes pride in what we put our name to. It's faced past, ambitious and you'll be expected to jump in where needed and wear many hats. If that sounds like your kind of place, we'd love to hear from you.


The Role

We are looking for a proactive and detail-oriented Remote Guest Experience & Operations Assistant to support our UK-based team.

In this role, you’ll help ensure our guests feel looked after from the ---------- nt they book to the time they check out, and beyond.

You’ll be at the heart of our guest communication, booking systems, and internal processes, supporting everything from review responses to reservation checks, listing updates, and team operations.

This is an ideal opportunity for someone excited about hospitality, strong with systems, and open to growing with a brand that's redefining what it means to feel at home while away.

Growth opportunities available to candidates with experience in bookkeeping and revenue management.


Key Responsibilities

Guest Experience & Communication

Monitor and respond to guest reviews from Airbnb, ---------- , and Google Reviews, and help ensure feedback is fed back to the UK team.
Manage guest inquiries from booking platforms (Guesty, and our shared inbox) with warmth, professionalism, and speed.
Assist with resolving guest concerns by coordinating with the UK team and proposing helpful solutions, either directly or indirectly by liaising with maintenance, housekeeping, external help, etc.
Take guest and operations-related calls through Aircall, following standard protocols and escalating to the UK team as needed.
Key Qualities needed:

Fluent in English
Confident in speaking to guests and clients on phone calls
Can work independently
Strong problem-solving ability
Excellent customer service skills
Has a friendly nature
Dedicated to excellent guest experience
IT literate and experience using multiple software’s
Desired Qualities:

Property management related experience is preferred
Experience using Property Management Software including Guesty, Monday, Slack and Suite Ops or similar.