Guest Services Agent (LATAM)

Angel Host; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Angel Host, una empresa innovadora en la gestión de alquileres vacacionales, está buscando un Agente de Servicios al Cliente que hable inglés y español. Este rol implica interactuar con huéspedes para asegurar su satisfacción y gestionar consultas de manera eficaz dentro de un entorno de trabajo flexible y dinámico. Ofrecemos un salario atractivo, beneficios de salud y un programa de bienestar dedicado.

Servicios

Tiempo libre pagado más días festivos nacionales

Bonificaciones mensuales por Internet y uso de computadora

Permisos pagados para voluntariado

Formación

• Experiencia mínima de 3 años en Servicios al Cliente o campo relacionado.
• Excelentes habilidades de escritura en inglés y español.
• Experiencia en gestión de propiedades de alquiler vacacional o hospitalidad.

Responsabilidades

• Responder a todas las consultas de huéspedes y viajeros.
• Gestionar pagos y reclamos adicionales.
• Resolver problemas durante las estancias.

Conocimientos

Comunicación en línea

Organización

Manejo de crisis

Multitarea

Actitud positiva

Descripción del empleo

We’re hiring!

We’re Angel Host, a Canadian-based, data-driven, and tech-enabled Vacation Rental Maximization service provider that helps Property Managers and Owners worldwide outperform their market. With Angel Host taking care of pricing, reservations, channel marketing, and guest services, our clients can focus on growth while increasing their property portfolio's performance and benefiting from reduced workload. Currently, we manage over 600 properties across the US, Mexico, the Caribbean, Canada, and Europe.

Does our mission appeal to you? Are you looking to work in a fast-paced, fun, and flexible environment with unlimited growth, happiness, and learning opportunities? Are you eager to be part of a rapidly growing start-up filled with energetic people from around the world? If so, keep reading!

The position: Guest Services Agent (English - Spanish)

As our Guest Services Agent, you will handle all guest and traveler inquiries, from their first request to their departure and review. Being friendly and welcoming is core to our DNA. We commit to a hospitable, caring, and personal approach to "angel hosting". We treat guests with utmost care to ensure our clients—owners and property managers—achieve the best results from their short-term rental properties.

Specifically, we need you to:

• Reply promptly to all guest inquiries, researching the best answers when needed. Proficiency in both English and Spanish is required, as most clients are from North America, Mexico, Europe, and the Caribbean.
• Respond in writing to a high volume of inquiries using our Property Management Software and automation tools.
• Resolve issues before, during, or after stays by communicating with owners and local property managers.
• Quickly and efficiently communicate with potential guests to convert inquiries into bookings.
• Record payments for additional services, claims, and refunds when applicable.
• Be resourceful and creative to ensure guest satisfaction, aiming for happy guests and owners.
• Be flexible and adaptable to changing needs and situations.
• Respond to post-stay reviews.

Is this job for you? Well, it is if:

• You have at least 3 years of experience in Guest Services or a related field involving online communication.
• You have relevant Vacation Rental Management or Travel/Tourism/Hospitality experience.
• You have excellent writing skills in English and Spanish. A test will be conducted; please only apply if you are confident of scoring 85/100 or higher. Speaking additional languages is a plus.
• You are comfortable working 8-hour shifts from 7 AM to Midnight, including weekends, on a rotational basis.
• You have experience in crisis management and turning unhappy guests into loyal customers.
• You maintain a positive attitude and contribute to a great work environment.
• You are proactive and responsible, not waiting for instructions to act.
• You possess strong organizational and time-management skills.
• You are passionate about using the latest technologies.
• You are great at multitasking.
• You enjoy being part of an energetic team and having fun at work.

What’s in it for you?

We offer a competitive compensation package to attract top talent. We value work-life balance and offer benefits such as:

• A monthly salary of $24,000 MXN, with annual reviews and growth opportunities.
• Paid time off plus all national holidays.
• 40-hour workweek with 2 days off on a rotational basis, including weekends. Shifts are from 4 PM to Midnight Mountain or Pacific Time.
• Work from home or any location with reliable Wi-Fi and a dedicated workspace.
• Monthly allowances for Internet, computer usage, and private health insurance.
• Up to 3 days of paid volunteer leave through our "Angels Care" program.