Helping STR Operators outperform their market | Revenue Management, Guest Communications, Listing Optimization
Online Guest Services Agent – LATAM, English/Spanish
Location
Mexico
Posted
119 days ago
Salary
0
Seniority
Senior
Job Description
Online Guest Services Agent – LATAM, English/Spanish
Angel Host
• Respond promptly in writing or by phone call to guest inquiries in English and Spanish, researching the best solutions whenever needed. • Handle a high volume of guest communications through our Property Management System (PMS) and automation softwares. • Resolve guest issues before, during, and after their stay by coordinating with property owners and local property managers. • Provide timely responses to inquiries to maximize reservation conversions. • Process payments for additional services, damage claims, and refunds when applicable. • Think creatively and proactively to ensure outstanding guest experiences while protecting our clients’ interests. • Respond professionally to post-stay guest reviews and dispute them if needed.
Job Requirements
- Have experience in Guest Services, Hospitality, Travel, Tourism, Customer Support, or another client-facing role involving chat, email, or written communication.
- Hold a degree or formal training in Hospitality (a strong advantage, even if your professional experience is limited).
- Have excellent written English and Spanish skills.
- A written assessment in both languages will be part of the hiring process. Applicants should be confident they can achieve a score of 85/100 or higher.
- You are comfortable working a 25-hour/week schedule consisting of 5-hour shifts, based on Pacific Time, typically between 5:00 PM and 12:00 AM PT.
- Weekend availability is required.
- Have a reliable computer, stable internet connection, and a backup plan in case of connectivity issues.
- Have excellent judgment and remain calm under pressure.
- Bring a positive attitude and enjoy contributing to a collaborative, supportive team environment.
- Take initiative and naturally look for ways to improve processes rather than waiting to be told what to do.
- Have strong organizational and time-management skills, with the ability to prioritize effectively.
- Enjoy learning and using new technologies.
- Experience with Guesty and HubSpot is a plus.
Benefits
- Competitive salary for a 25-hour/week schedule, with annual salary reviews and opportunities for career growth.
- Paid vacation plus all national holidays.
- 25-hour/week schedule consisting of 5-hour shifts, based on Pacific Time, typically between 5:00 PM and 12:00 AM PT.
- Weekend availability is required.
- The freedom to work remotely from anywhere with a reliable internet connection and a dedicated workspace.
- Monthly allowances for internet and computer usage.
- Up to 3 paid volunteer days per year through our Angels Care program, allowing you to support the charity of your choice.
- A genuine opportunity to grow into a full-time Guest Services position as you build experience and tenure with the team.
