Senior Customer Experience & Reservation Specialist – Remote – Leading Global Hospitality Innovation at brighthush – Elevate Guest Journeys, Drive Revenue, and Shape the Future of Travel

Welcome to brighthush – Where Travel Meets Technology

At brighthush, we’re more than a travel technology company; we’re a movement that redefines how people experience the world. With a global footprint spanning continents and a portfolio of cutting‑edge solutions that empower travelers, hotels, and partners alike, brighthush is at the forefront of the hospitality revolution. Our mission is simple yet powerful: to make every journey unforgettable by marrying advanced technology with a human touch. As a fully remote‑first organization, we champion flexibility, creativity, and continuous learning, ensuring that every team member can thrive in a dynamic, supportive environment.

About brighthush

Founded in 2015, brighthush has grown from a small startup into a leading provider of integrated hospitality solutions. We partner with over 3,000 hotels worldwide, delivering real‑time inventory management, dynamic pricing, and personalized guest experiences. Our platform is trusted by boutique properties, large chains, and travel agencies, enabling them to streamline operations, increase occupancy, and boost revenue. At brighthush, we believe that technology should amplify the human element of hospitality, not replace it. That philosophy drives every product, every partnership, and every customer interaction.

Why This Role Matters

Hotel reservations are the heartbeat of the travel industry. Every interaction you manage shapes a guest’s perception of brighthush and the partners we serve. By delivering accurate, timely, and friendly service, you turn first‑time guests into loyal advocates, drive repeat bookings, and help our partners maximize occupancy and revenue. Your role is pivotal in maintaining the high standards that set brighthush apart.

Key Responsibilities

• Guest Engagement: Serve as the primary point of contact via phone, email, and live chat, welcoming guests with professionalism and empathy.
• Reservation Management: Create, modify, and cancel reservations in our proprietary booking system, ensuring data integrity and compliance with hotel policies.
• Information Provision: Provide detailed insights on room types, amenities, pricing structures, and special promotions to help guests make informed decisions.
• Problem Resolution: Resolve booking discrepancies, overbooking issues, and guest complaints swiftly, escalating only when necessary.
• Record Keeping: Maintain meticulous records of all interactions, updates, and follow‑ups in our CRM, ensuring a single source of truth for each guest.
• Collaboration: Work closely with Sales, Operations, and Technical teams to align on inventory, pricing, and system updates.
• Continuous Improvement: Participate in regular training sessions, share feedback on process enhancements, and contribute to the development of best‑practice guides.
• Data Analysis: Review booking trends, identify patterns, and provide actionable insights to improve service quality and operational efficiency.
• Compliance & Quality Assurance: Adhere to industry regulations, internal policies, and quality standards to maintain brand integrity.
• Guest Advocacy: Act as a brand ambassador by promoting brighthush’s values, listening to guest feedback, and championing improvements that enhance the overall experience.

Essential Qualifications

• Communication Excellence: Exceptional verbal and written communication skills in English; additional languages are a plus.
• Hospitality Mindset: A genuine passion for travel and a strong desire to create memorable guest experiences.
• Detail Orientation: Ability to manage multiple reservations simultaneously while maintaining accuracy.
• Self‑Motivation: Proactive, results‑driven, and capable of working independently in a remote environment.
• Technical Proficiency: Comfortable using web browsers, spreadsheets, and basic office software; prior experience with reservation or CRM systems is advantageous.
• Reliable Internet & Workspace: A stable high‑speed internet connection and a quiet, dedicated workspace.
• Adaptability: Comfortable navigating new tools, processes, and evolving customer expectations.
• Team Spirit: Willingness to collaborate across departments and share knowledge.
• Problem‑Solving Aptitude: Ability to diagnose issues quickly and implement effective solutions.
• Time Management: Efficiently juggling multiple tasks while meeting deadlines.

Preferred Qualifications

• Previous experience in a hotel reservation, travel agency, or customer support role.
• Familiarity with global distribution systems (GDS) such as brighthush, brighthush, or brighthush.
• Knowledge of hospitality industry standards, pricing strategies, and revenue management.
• Experience with AI‑powered chatbots or virtual assistants in a customer service context.
• Strong analytical skills to interpret booking data and suggest improvements.
• Experience in a multilingual environment or with international clientele.
• Certifications in hospitality management, customer service, or related fields.

Skills & Competencies

• Customer‑Centric Mindset: Always prioritizing the guest’s needs and ensuring a positive experience.
• Problem‑Solving: Quickly diagnosing issues and implementing effective solutions.
• Time Management: Efficiently juggling multiple tasks while meeting deadlines.
• Adaptability: Thriving in a fast‑paced, evolving environment with new tools and processes.
• Team Collaboration: Communicating clearly with cross‑functional teams to achieve shared goals.
• Data Literacy: Comfortable interpreting and presenting data to inform decisions.
• Resilience: Maintaining composure under pressure and turning challenges into opportunities.
• Tech Savvy: Quick to learn new software, APIs, and integrations that enhance workflow.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing a clear path for advancement. As a Senior Customer Experience & Reservation Specialist, you will have access to:

• Structured onboarding and continuous learning modules covering hospitality trends, technology tools, and soft‑skill development.
• Mentorship programs pairing you with senior team members for guidance and career advice.
• Internal mobility options to transition into roles such as Sales, Operations, Product Support, or Technical Support.
• Annual performance reviews with transparent metrics and personalized development plans.
• Opportunities to lead projects, contribute to product enhancements, and influence company strategy.
• Access to industry conferences, webinars, and certification programs at no cost.
• Cross‑functional shadowing experiences to broaden your understanding of the entire customer journey.
• Regular hackathons and innovation challenges that encourage creative problem‑solving.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, autonomy, and collaboration. You’ll enjoy:

• Flexible working hours that accommodate your personal life and peak productivity times.
• Regular virtual team gatherings, town halls, and informal coffee chats to foster connection.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Access to a digital wellness program, including mental health resources and virtual fitness classes.
• Recognition programs that reward outstanding service, innovation, and teamwork.
• Transparent communication channels that keep you informed about company direction and initiatives.
• Annual company retreats (virtual or in‑person) to strengthen relationships and celebrate milestones.
• Opportunities to volunteer or participate in community outreach programs aligned with our values.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, we offer a competitive base salary complemented by performance‑based incentives. Additional benefits include:

• Health, dental, and vision insurance (where applicable).
• Generous paid time off and holiday schedule.
• Travel discounts and perks for you and your family.
• Professional development stipend for courses, certifications, and conferences.
• Equity or stock‑option plans to share in brighthush’s growth.
• Access to our AI‑powered tools that streamline workflow and enhance productivity.
• Monthly wellness stipend for home office upgrades or fitness memberships.
• Flexible work‑from‑home stipend to cover utilities and internet costs.
• Employee referral bonuses for bringing in top talent.

How We Use AI in the Hiring Process

brighthush embraces technology to improve efficiency and fairness. Our recruitment process may incorporate AI tools to review applications, analyze resumes, and assess responses. These tools help identify patterns and inconsistencies, but final hiring decisions are made by our human recruitment team. We are committed to transparency and data privacy; if you have questions about how your data is processed, please reach out to our HR team.

How to Apply

Ready to join a forward‑thinking, customer‑centric team? Click the link below to submit your application and start your journey with brighthush.

Apply to this job at brighthush

Closing Statement

At brighthush, we’re redefining the travel experience—one reservation at a time. If you’re passionate about hospitality, thrive in a remote setting, and want to make a tangible impact on guests worldwide, we want to hear from you. Join us and help shape the future of travel while advancing your career in a supportive, innovative environment.