Online Guest Services Agent Short Term Rental – LATAM (English/Spanish), Pacific Time Evening

This offer is exclusively for bilingual candidates (Spanish & English) Please make sure to answer all questions on the application form; incomplete forms will be discarded We’re Hiring! We’re Angel Host, a Canadian-based, data-driven, and tech-enabled vacation rental performance company that helps property managers and owners worldwide outperform their markets. By taking care of pricing, reservations, channel marketing, and guest services, we enable our clients to focus on growing their business while maximizing the performance of their property portfolio and reducing their day-to-day workload. Today, we manage 600+ properties across the United States, Mexico, the Caribbean, Canada, and Europe. Does our mission resonate with you? Are you looking to work in a fast-paced, fun, and flexible environment with unlimited opportunities for growth and learning? Does being part of a rapidly growing startup, surrounded by talented people from around the world, sound exciting? If so, keep reading! The position: Guest Services Agent – LATAM (English/Spanish), Pacific Time Evening Shift, 25 hrs/week This role is ideal for candidates based in Mexico (preferably Baja California or Tijuana or anywhere on the West Coast) As a Guest Services Agent, you’ll be responsible for delivering exceptional online service to guests from their very first inquiry until they leave a review. This role covers our evening shift, including the daily handover between our Mexico and Europe teams. Because of this, you’ll need to make confident decisions, solve problems independently, and remain calm under pressure. You’ll be joining an international Guest Services team spread across multiple countries and time zones, working together to support more than 500 properties around the clock. Hospitality is at the heart of everything we do. We believe every guest deserves a welcoming, caring, and personalized experience, while every property owner deserves a partner they can trust to protect their business and reputation. Specifically, we need you to: 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. Is this job for you? Well, it is if you: 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. This is a fully remote role, so a dependable workspace is essential. Have excellent judgment and remain calm under pressure. This shift often requires resolving guest issues independently during the daily handover between our Mexico and Europe teams. 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. The phrase “that’s not my responsibility” doesn’t exist in your vocabulary. Have strong organizational and time-management skills, with the ability to prioritize effectively. Enjoy learning and using new technologies. Can comfortably multitask while maintaining attention to detail. Experience with Guesty and HubSpot is a plus. Love working with people and being part of an amazing team. What’s in it for you? We believe that attracting exceptional people means offering an exceptional work environment. While we’re passionate about our work, we also value balance, flexibility, and making time for the things that matter most. As our Guest Services Agent, you’ll receive: 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. Additional Information This position is a 25-hour/week independent contractor role, expected to start shortly after the hiring process is completed. You’ll participate in an onboarding, training, and shadowing period before independently taking ownership of your shift. At Angel Host, we’re not just providing a service, we’re helping redefine the future of short-term rental performance. If you’re ready to bring your skills, energy, and ideas to a company that values growth, collaboration, innovation, and client success, we’d love to hear from you.