Hotel Customer Support Coordinator – Remote Guest Services Specialist for Luxury Resorts & Travel Planning

About brighthush

At brighthush, we are redefining the way travelers discover, plan, and experience unforgettable stays at hotels and resorts worldwide. Our mission is to blend cutting‑edge technology with a human‑first approach, ensuring every guest feels heard, valued, and excited about their upcoming journey. As a rapidly expanding leader in the hospitality‑tech space, brighthush partners with a curated network of premium properties, delivering seamless booking experiences that turn ordinary trips into extraordinary memories. Join a team where innovation meets hospitality, and where your passion for service can shape the future of travel.

Why This Role Matters

The Hotel Customer Support Coordinator is the frontline ambassador of brighthush. You will guide prospective guests through every step of the reservation journey—from the first spark of curiosity to the final confirmation of their stay. By providing personalized, knowledgeable, and timely assistance, you help travelers feel confident in their choices and excited about the experiences that await them. This position is perfect for individuals who love exploring destinations, enjoy solving problems, and thrive in a remote, flexible work environment.

Key Responsibilities

• Personalized Property Research: Conduct in‑depth research on hotels and resorts that match client preferences, travel dates, budget constraints, and desired amenities.
• Option Comparison & Presentation: Curate and present a shortlist of suitable accommodations, highlighting unique features, location benefits, and value‑added services.
• Reservation Management: Guide clients through the booking process, enter reservation details accurately into our system, and secure confirmations.
• Clear Communication: Deliver concise, friendly updates on reservation status, payment deadlines, cancellation policies, and any changes requested by the client.
• Issue Resolution: Address modification requests, special requests (e.g., room upgrades, accessibility needs), and resolve any discrepancies promptly.
• Data Stewardship: Maintain meticulous records of client preferences, travel itineraries, and interaction history within our CRM platform.
• Follow‑Up & After‑Care: Provide proactive follow‑up before, during, and after the stay to ensure satisfaction and gather feedback for continuous improvement.
• Tool Utilization: Leverage proprietary booking engines, third‑party reservation platforms, and industry‑approved resources to source the best options.
• Process Adherence: Follow established SOPs for documentation, privacy compliance, and quality assurance.
• Team Collaboration: Share insights with product, marketing, and operations teams to help refine our service offerings and improve the guest experience.

Essential Qualifications

• Demonstrated passion for customer service with a track record of delivering courteous, solution‑focused support.
• Exceptional written and verbal communication skills; ability to convey complex information in a clear, friendly manner.
• Strong attention to detail and organizational abilities; capable of managing multiple client requests simultaneously without sacrificing accuracy.
• Proficiency in online research, including the ability to compare property features, rates, and policies across multiple platforms.
• Comfort with learning new software quickly; prior exposure to reservation systems, CRMs, or hospitality platforms is a plus.
• Self‑motivation and independence; ability to work remotely while staying accountable to deadlines and performance metrics.
• Minimum age of 18 years.
• Reliable high‑speed internet connection and a functional computer setup suitable for video calls and data entry.

Preferred Qualifications & Experience

• Previous experience in hospitality, travel agencies, airline customer service, or related reservation environments.
• Familiarity with major hotel chains, boutique resorts, and destination‑specific amenities.
• Experience using AI‑enhanced tools for data analysis, chat support, or workflow automation.
• Multilingual abilities, especially in languages commonly spoken by our global clientele (e.g., Spanish, French, Mandarin).
• Certification in hospitality management, tourism, or a related field.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand client needs, anticipate concerns, and respond with genuine care.
• Problem‑Solving: Quickly identify obstacles and propose practical, client‑centric solutions.
• Time Management: Prioritize tasks effectively to meet tight booking windows and seasonal demand spikes.
• Tech Savvy: Comfortable navigating multiple web‑based tools, spreadsheets, and communication platforms.
• Adaptability: Thrive in a fast‑changing environment where new properties, promotions, and policies are introduced regularly.
• Team Spirit: Contribute to a collaborative remote culture, sharing knowledge and supporting peers.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Hotel Customer Support Coordinator, you will have access to:

• Structured onboarding and continuous training programs covering advanced reservation systems, destination knowledge, and customer experience best practices.
• Mentorship from senior hospitality specialists and product managers.
• Opportunities to specialize in niche segments such as luxury boutique hotels, eco‑resorts, or corporate travel solutions.
• Pathways to move into roles like Senior Guest Services Analyst, Operations Coordinator, or Product Advisor within the broader brighthush ecosystem.
• Regular webinars, industry conferences, and certifications (e.g., Certified Hospitality Sales Professional) funded by the company.

Compensation, Perks & Benefits

We recognize and reward talent with a competitive compensation package and a suite of benefits designed for remote professionals:

• Salary Range: $45,000 – $65,000 annually, commensurate with experience and performance.
• Flexible Work Schedule: Choose hours that align with your lifestyle while meeting client service windows.
• Fully Remote Setup: Work from anywhere in the world with a stipend for home office equipment.
• Health & Wellness: Medical, dental, and vision coverage options, plus mental‑health resources.
• Paid Time Off: Generous vacation, sick leave, and holidays to recharge.
• Professional Development Fund: Annual budget for courses, certifications, or conferences.
• Employee Assistance Program: Confidential counseling and support services.
• Technology Allowance: Quarterly reimbursement for high‑speed internet or software subscriptions.
• Recognition Programs: Quarterly awards for outstanding customer satisfaction scores and innovative ideas.

Work Environment & Culture at brighthush

brighthush fosters a culture built on curiosity, collaboration, and continuous improvement. Our remote‑first philosophy means you’ll be part of a globally distributed team that values:

• Transparency: Open communication channels, regular town‑halls, and clear visibility into company goals.
• Inclusivity: A diverse workforce where every voice is heard and respected.
• Innovation: Encouragement to experiment with AI tools, automation, and new service models.
• Work‑Life Harmony: Policies that support personal commitments, family time, and self‑care.
• Community Impact: Participation in sustainability initiatives, charitable travel programs, and local tourism development projects.

Application Process & AI Transparency

We leverage artificial intelligence to streamline parts of the hiring workflow—such as resume parsing and initial screening—while ensuring that every final decision is made by a human hiring manager. If you have questions about how your data is processed, please reach out to our recruitment team for clarification.

Ready to Join brighthush?

If you are passionate about hospitality, love helping people turn travel dreams into reality, and thrive in a dynamic remote environment, we want to hear from you. Apply today and become a key player in delivering world‑class guest experiences at brighthush.