Senior Remote Customer Service Representative – Hotel Reservations & Guest Experience Specialist at brighthush

About the Role

Are you passionate about hospitality and thrive in a fast‑paced, customer‑centric environment? brighthush is seeking a dedicated Remote Customer Service Representative to become the first point of contact for travelers worldwide. In this role, you’ll guide guests through every step of their booking journey, ensuring a seamless experience from initial inquiry to post‑stay follow‑up—all from the comfort of your own home office.

Why brighthush?

brighthush is a leading global travel technology partner that empowers hotels, resorts, and vacation rentals to deliver unforgettable guest experiences. With a mission to “redefine the way people travel,” we combine cutting‑edge booking platforms, data‑driven insights, and a culture of innovation. Our remote workforce is a testament to our belief that talent knows no borders. When you join brighthush, you become part of a diverse, collaborative community that values creativity, accountability, and continuous learning.

Key Responsibilities

• Guest Engagement: Act as the primary liaison for guests, answering inquiries via phone, email, and live chat with a friendly, professional tone.
• Reservation Management: Assist clients in selecting accommodations, processing bookings, and handling modifications or cancellations while ensuring accuracy in our reservation system.
• Product Knowledge: Stay up‑to‑date on hotel amenities, pricing structures, seasonal promotions, and loyalty programs to provide tailored recommendations.
• Data Integrity: Maintain meticulous records of all guest interactions, ensuring compliance with data privacy regulations and internal quality standards.
• Problem Resolution: Resolve guest concerns promptly, escalating complex issues to the appropriate internal teams when necessary.
• Cross‑Functional Collaboration: Work closely with sales, marketing, and operations teams to share guest feedback and contribute to service improvement initiatives.
• Performance Metrics: Meet or exceed key performance indicators such as call resolution time, customer satisfaction scores, and booking volume targets.
• Continuous Improvement: Participate in regular training sessions and knowledge‑sharing workshops to refine skills and stay ahead of industry trends.

Essential Qualifications

• Communication Excellence: Exceptional verbal and written communication skills in English; additional languages are a plus.
• Hospitality Mindset: Prior experience in customer service or hospitality roles, with a proven track record of delivering outstanding guest experiences.
• Detail‑Oriented: Strong attention to detail, ensuring accurate data entry and meticulous record‑keeping.
• Self‑Motivation: Ability to work independently, manage time effectively, and stay organized in a remote setting.
• Technical Proficiency: Comfortable using CRM systems, booking engines, and Microsoft Office Suite; quick to learn new software.
• Reliable Internet & Workspace: Stable high‑speed internet connection and a quiet, dedicated workspace to maintain professionalism during calls.

Preferred Qualifications

• Experience with hotel reservation platforms such as Hotelogix, Sabre, or Amadeus.
• Knowledge of travel industry regulations, including GDPR and PCI compliance.
• Previous remote work experience with a proven ability to meet performance metrics.
• Strong analytical skills, with the ability to interpret booking data and suggest improvements.
• Background in sales or upselling, demonstrating a knack for maximizing revenue opportunities.

Skills & Competencies

• Customer‑First Attitude: Genuine empathy and a proactive approach to solving guest issues.
• Adaptability: Comfortable navigating multiple systems and handling a high volume of inquiries simultaneously.
• Problem‑Solving: Ability to think critically and provide creative solutions under pressure.
• Team Collaboration: Strong interpersonal skills to collaborate with cross‑functional teams, even when working remotely.
• Time Management: Prioritize tasks effectively to meet deadlines and performance goals.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you’ll have the chance to:

• Progress into Senior Guest Experience Specialist roles, taking on more complex bookings and higher‑value clients.
• Transition into Operations or Sales positions, leveraging your industry knowledge and customer insights.
• Participate in Leadership Development Programs that prepare you for future managerial responsibilities.
• Access a comprehensive Learning & Development Portal featuring courses on hospitality trends, data analytics, and customer service excellence.
• Earn certifications such as Certified Hospitality Professional (CHP) or Customer Experience Management (CEM) through our partnership with industry bodies.

Work Environment & Culture

brighthush champions a culture of inclusivity, flexibility, and innovation. Our remote teams enjoy:

• Flexible scheduling that respects work‑life balance, with core hours for collaboration.
• Regular virtual team‑building events, including trivia nights, wellness challenges, and skill‑sharing sessions.
• A transparent communication framework that keeps everyone informed about company goals and initiatives.
• Access to a digital “coffee break” channel where employees can chat, share memes, or discuss industry news.
• Recognition programs that celebrate outstanding performance, such as “Employee of the Month” and peer‑to‑peer shout‑outs.

Compensation, Perks, and Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary plus performance‑based bonuses tied to key metrics.
• Health, dental, and vision insurance plans for you and your dependents.
• Paid time off (PTO) and flexible vacation policies to recharge.
• Employee travel discounts across our partner hotels and resorts worldwide.
• Monthly stipend for home office equipment and high‑speed internet upgrades.
• Access to a wellness program featuring virtual fitness classes, mental health resources, and mindfulness workshops.
• Retirement savings plan with company matching contributions.

How to Apply

Ready to elevate your career in hospitality and join a forward‑thinking, remote‑first organization? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the role. We’re excited to learn how your passion for guest service can help us continue to set new standards in the travel industry.