Description
Company Overview
Lodgeur provides stylish, furnished apartments for short- and medium-term stays. Guests can book a Lodgeur apartment just like they would a hotel—online, in minutes, with instant confirmation. Since 2019, we’ve hosted 15,000+ guests and earned 2,000+ five-star reviews. We’re doubling in size this year and growing our team to support that growth.
Position Summary
We’re looking for a Senior Guest Services Associate to join our international team. You’ll mostly likely work a 7pm–7am shift (local Thailand/Vietnam time), 3 days per week, providing guest services during U.S. daytime hours and back-office support when guest activity is quiet.
Responsibilities
Guest Services (primarily at the start of each shift)
- Provide fast, friendly support via chat, email, SMS, and phone
- Troubleshoot check-in issues, payment problems, and apartment access
- Flag suspicious activity such as risky bookings or declined payments
- Respond to guest reviews and feedback in a professional tone
- Escalate complex or urgent issues to management when needed
Data & Reporting
- Pull daily occupancy, ADR, and revenue reports
- Maintain rolling dashboards for 7-day and 30-day performance
- Track guest satisfaction metrics (reviews, cancellations, refunds)
- Compile competitor pricing snapshots
- Adjust pricing in our pricing software
Vendor & Operations Support
- Review cleaning checklists and photos to confirm apartments are guest-ready
- Log and track maintenance issues in our systems
- Monitor inventory of toiletries, linens, and supplies; reorder when needed
- Track deliveries and reconcile vendor invoices
- Maintain property setup checklists for new units and confirm vendor completion
Other Projects
- Assist the General Manager and founders with ad hoc projects
Tools You'll Use
- Mews (Property Management System) and ConduitAI (Messaging)
- Breezeway (cleaning coordination) and Keycafe (key tracking)
- Autohost (guest screening) and Pricelabs (pricing tool)
- Google Drive, Gmail, QuickBooks, Airtable, Notion, ChatGPT
- Booking platforms: Airbnb, Booking.com, Vrbo, Expedia, and Lodgeur's website
Qualifications
Required
- 5+ years of professional experience in customer service, hospitality, or operations
- Strong English communication skills (written and spoken)
- Tech-savvy and quick to learn new tools
- Organized, detail-oriented, and consistent with follow-through
- Calm under pressure—even when dealing with upset guests
- Reliable—your team can count on you to cover your shifts
- Looking for a long-term role with a growing company
Preferred (nice to have but not required)
- Experience with AI tools
- Spanish language skills
Compensation & Benefits
Monthly Salary: $1,000 - 1,300
Benefits
- Paid time off such as PTO, sick days, and vacation days
- Health insurance
- Life insurance
Location/Schedule:
Remote, Thailand or Vietnam; 7pm–7am local time, 3 days per week