[Hiring] Online Guest Services Agent Short Term Rental – LATAM (English/Spanish) @Angel Host

Role Description

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.

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.

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.

Qualifications

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Benefits

• Competitive salary for a 25-hour/week schedule, with annual salary reviews and opportunities for career growth.
• Paid vacation plus all national holidays.
• 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.