Guest Operations Coordinator
Metro Manila
I’m an experienced Guest Operations Coordinator with a strong background in vacation rentals, customer support, and day to day property operations. I help ensure guests have a smooth experience from booking and pre arrival through checkout, while keeping property owners and internal teams informed and organized. My experience includes managing guest communication across Airbnb, Vrbo, Booking.com, Hostaway and Guesty, handling reservation concerns, coordinating cleaners and property teams, managing access and check in issues, responding to maintenance concerns, processing refunds and reservation changes, and resolving urgent guest situations professionally. What sets me apart is my combination of hospitality experience, technical support knowledge, and operational problem solving. I’m comfortable working independently, making time sensitive decisions, coordinating with multiple people across different time zones, and taking ownership of issues until they are resolved. I understand that great guest operations is not just about answering messages quickly. It is about anticipating problems, communicating clearly, protecting the guest experience, and making sure the operation behind every stay runs as smoothly as possible.
Magic Men Australia, full_time
Nov 2025 to Apr 2026
Provided virtual administrative and operational support for a fast-paced entertainment and events business, helping manage daily activities and ensure smooth coordination between customers, vendors, and the events team. Managed event bookings, scheduling, ticketing, payment coordination, and customer support across multiple events. Coordinated with vendors and internal teams to organize event logistics, schedules, customer requirements, and operational changes. Handled customer inquiries regarding bookings, tickets, event details, payments, cancellations, refunds, and schedule changes while maintaining professional and timely communication. Created and managed QR codes for event ticketing and supported the preparation of promotional and marketing materials. Maintained reports, records, and administrative documentation to keep event information accurate and organized. Assisted with resolving last-minute booking and event issues, ensuring customers and relevant teams received timely updates. Provided ongoing administrative support to help streamline daily operations and keep events running efficiently from booking through completion.
Seat Cover Solutions, full_time
Jan 2025 to Aug 2025
Provided comprehensive customer support for an automotive e-commerce business, assisting customers throughout the entire purchasing and post-purchase experience. Delivered multichannel customer support through phone and email, resolving product questions, order concerns, and technical inquiries in a timely and professional manner. Managed order fulfillment, shipping updates, delivery concerns, returns, exchanges, and other logistics-related issues to ensure a smooth customer experience. Provided product recommendations and assisted customers with selecting the appropriate seat covers based on their vehicle specifications and needs. Handled warranty claims, damaged or incorrect products, replacements, and post-purchase concerns while coordinating appropriate resolutions. Provided installation guidance and troubleshooting support to help customers properly install and use their seat covers. Coordinated with fulfillment and internal teams to resolve order discrepancies, shipping issues, and customer concerns. Maintained accurate customer and order information while ensuring clear communication and consistent follow-up until each concern was fully resolved.
VietWOW Homes, full_time
Dec 2024 to Jun 2025
Managed the day-to-day operations of short-term rental properties, ensuring smooth guest experiences while maintaining efficient property performance across multiple booking platforms. Managed guest communications across Airbnb, Booking.com, Vrbo, and Hostaway, providing timely support from initial inquiries and booking through check-in, stay, and checkout. Handled reservations, modifications, cancellations, refunds, special requests, and guest concerns while maintaining professional and solution-focused communication. Managed property availability and dynamic pricing strategies to help maximize occupancy, revenue, and overall booking performance. Coordinated housekeeping, maintenance teams, and third-party vendors to ensure properties were clean, properly maintained, and ready for incoming guests. Resolved urgent guest and property issues, including access concerns, maintenance problems, cleanliness complaints, and reservation discrepancies. Monitored guest feedback and reviews, addressing concerns proactively and helping maintain strong guest satisfaction and positive property ratings. Maintained accurate property information, reservation details, and operational records across property management and booking platforms. Worked independently to oversee daily property operations, prioritize time-sensitive issues, and coordinate appropriate resolutions between guests, vendors, and property owners.
Hostaway, full_time
May 2022 to Dec 2024
Provided technical support for Hostaway, a SaaS property management platform serving vacation rental professionals, helping customers troubleshoot platform issues and maintain smooth day-to-day operations. Delivered technical support while consistently meeting or exceeding SLA, productivity, and customer satisfaction targets. Troubleshot complex platform issues involving reservations, Airbnb, Booking.com, and Vrbo channel integrations, payments, listings, guest communications, automation, and account configurations. Investigated system behavior, identified root causes, and provided clear step-by-step solutions for technical and operational issues. Managed customer cases through Zendesk, maintaining accurate documentation, timely follow-ups, and clear communication throughout the resolution process. Handled escalated and time-sensitive issues affecting reservations, property availability, channel synchronization, payments, and other business-critical workflows. Collaborated with Product, Engineering, Onboarding, and other internal teams to investigate bugs, escalate complex cases, and drive issues toward resolution. Educated customers on platform functionality, configurations, integrations, and best practices to help them use Hostaway more effectively. Identified recurring technical issues and customer pain points, contributing feedback that supported improvements to internal processes, product reliability, and the overall customer experience.
OVOU, full_time
May 2022 to Oct 2023
Provided end-to-end customer and technical support for OVOU, an NFC-enabled digital networking platform, assisting customers throughout onboarding, product use, and post-purchase support. Troubleshot technical issues involving NFC-enabled cards, QR codes, mobile app functionality, digital profiles, account access, and product configuration. Guided customers through account setup, product activation, profile customization, and platform features to improve onboarding and product adoption. Managed customer inquiries across multiple support channels, providing timely and solution-focused assistance for both technical and general product concerns. Handled e-commerce operations including order inquiries, billing concerns, shipping updates, replacements, warranty claims, returns, and refunds. Investigated product and account-related issues, identified appropriate resolutions, and maintained clear communication with customers throughout the support process. Provided post-purchase troubleshooting and product education to help customers maximize the functionality of their OVOU products and digital profiles. Coordinated with internal teams when necessary to resolve escalated technical, order, and product-related concerns. Maintained accurate customer and case documentation while consistently focusing on customer satisfaction, retention, and a positive overall experience.
Summerboard Inc., full_time
Nov 2020 to Apr 2022
Managed customer service operations for a premium electric mobility company, overseeing both technical support and the overall customer experience from purchase through post-purchase support. Led, coached, and mentored a customer support team, providing ongoing guidance, performance feedback, and support to maintain consistent service quality. Monitored team performance against key metrics including SLA, CSAT, response time, resolution time, productivity, and overall service quality. Prepared monthly performance and operational reports, identifying trends, areas for improvement, and opportunities to strengthen team performance. Delivered advanced technical and customer support for electric mobility products, troubleshooting product functionality, hardware concerns, and customer-reported issues. Managed complex customer escalations, ensuring high-priority and sensitive concerns were investigated thoroughly and resolved professionally. Oversaw order-related support including fulfillment, shipping, delivery concerns, returns, replacements, refunds, and warranty claims. Collaborated closely with Sales, Logistics, Product, and other internal teams to resolve customer issues and improve cross-functional workflows. Identified recurring customer concerns and operational bottlenecks, implementing process improvements to increase efficiency and improve the overall customer experience. Balanced hands-on customer support with team leadership and operational management while consistently working toward SLA, customer satisfaction, and resolution targets.
Teleperformance - Telstra, full_time
Dec 2016 to Oct 2020
Provided technical support for Telstra, one of Australia’s largest telecommunications providers, assisting customers with mobile, internet, home phone, connectivity, device, and service-related concerns. Troubleshot and resolved technical issues involving network connectivity, internet services, mobile devices, account configurations, service disruptions, and telecommunications equipment. Performed fault diagnostics to identify the root cause of technical problems and provided clear step-by-step troubleshooting and resolution. Handled account provisioning, service activation, configuration changes, and other technical account requirements. Managed support tickets and customer cases from initial contact through resolution, ensuring accurate documentation and timely follow-up. Resolved customer concerns whenever possible during the first interaction while consistently working toward first call resolution and customer satisfaction targets. Escalated complex network, service, and technical issues to appropriate support teams when advanced investigation was required. Educated customers on device settings, service configurations, troubleshooting procedures, and available solutions to help prevent recurring issues. Consistently met or exceeded key performance expectations including SLA, quality assurance, customer satisfaction, productivity, and first call resolution targets. Maintained a strong track record as a top performer while balancing technical accuracy, efficient problem-solving, and a positive customer experience.
Sitel - Groupon, full_time
Mar 2016 to Dec 2016
Provided multichannel customer support for Groupon, assisting customers through phone, chat, and email with account, purchase, voucher, promotion, and billing related concerns. Assisted customers with voucher redemption, promotional offers, order inquiries, account management, refunds, cancellations, billing concerns, and other transaction-related issues. Investigated customer concerns and provided timely, accurate resolutions while maintaining a positive and professional customer experience. Handled high-volume customer interactions while consistently meeting performance expectations for customer satisfaction, quality, productivity, and response time. Maintained accurate case documentation, ensuring customer interactions, resolutions, and follow-up actions were properly recorded. Provided proactive follow-ups on unresolved concerns and coordinated appropriate resolutions when additional assistance or escalation was required. Educated customers on Groupon services, voucher terms, promotions, account features, and purchasing processes to reduce recurring concerns and improve their overall experience. Built customer trust and loyalty through clear communication, empathy, ownership, and effective problem-solving. Consistently delivered strong performance and received recognition for outstanding customer service and overall performance.