Senior Guest Services Associate (Vietnam or Thailand)

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 most 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