A dedicated and detail-oriented professional with a background in nursing, over 10 years of experience in the hospitality industry, and a proven track record as a Quality Assurance Analyst in the BPO sector. Known for providing exceptional customer service, managing guest experiences, and ensuring operational excellence in both hotel and vacation rental settings.
Exceptional written communication skills with a warm, professional tone suited for guest messaging and remote interactions
Skilled in handling inquiries, complaints, and special requests through chat, email, and messaging platforms (e.g., Airbnb, -----------, Zendesk, VRBO, BookMeBob, Expedia)
Experience in remote guest support, including virtual check-ins, reservation confirmations, and 24/7 guest assistance
Proficient in using property management systems (PMS) and booking platforms, ensuring smooth communication between guests, housekeeping, and operations
Strong background in quality assurance, ensuring consistent, accurate, and personalized communication
Excellent time management and multitasking skills, able to manage multiple conversations across platforms with high attention to detail
Comfortable working in fully remote environments.
