Customer Service Associate – Hotel Operations (USA | Remote)

Shift Coverage:

Location:

Employment Type:

About the Role

Customer Service Associate

Key Responsibilities

• Handle incoming calls, emails, and chat inquiries from hotel guests and staff professionally and efficiently.
• Provide accurate information on hotel facilities, services, reservations, directions, and policies.
• Assist with booking modifications, cancellations, special requests, and general guest inquiries.
• Escalate complex issues to the appropriate internal team promptly, ensuring quick resolution.
• Maintain a high level of product knowledge and stay updated on hotel operations and promotions.
• Work across

  various shifts (morning/mid/night)

  as required to ensure 24/7 coverage.
• Deliver an exceptional guest experience with every interaction.
  

Requirements

• Excellent

  spoken and written English communication skills

  — clear, professional, and friendly.

• Flexible to work any shift

  within EST hours (including weekends and holidays).
• Strong problem-solving skills and the ability to remain calm under pressure.
• Tech-savvy with basic proficiency in hotel booking systems or CRM tools.
• Prior experience in

  hotel or hospitality industry

  is a

  plus

  .
• Professional, smart, and customer service–oriented demeanor.
  

Preferred Qualifications

• Previous experience in a

  front desk, reservations, or customer service

  role in hotels.
• Familiarity with hotel PMS or reservation software (e.g., Opera, Cloudbeds, etc.).
• Experience supporting U.S.-based hospitality clients.
  

Why Join Us

• Opportunity to work with a growing hospitality support team.
• Flexible shifts to gain wide exposure to hotel operations.
• Growth potential within the customer service and hospitality domain.