Guest Services Agent

**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 get to focus on growth while increasing the performance of their property portfolio, as well as benefiting from a reduced workload. Angel Host was founded by highly experienced, award-winning entrepreneurs and hospitality operators, and is supported by some of the most prominent Venture Capital Funds in the world. Our mission is to become a worldwide leader in vacation rental management and we're on the right track, currently working with 700+ properties in the US, Canada, Mexico, the Caribbean, and Europe.Does our mission appeal to you? Are you looking to work in a fast-paced, fun, and flexible work environment with unlimited growth, happiness, and learning opportunities? Is taking part in a rapidly growing start-up, full of energetic people from all around the world on your bucket list? If so, keep reading**The position: Guest Services Agent (English - Spanish)**As our Guest Services Agent, you will be responsible for handling all guest and traveler inquiries, from the moment they make their first request to the moment they leave a raving review of their stay. Being friendly and welcoming is at the core of our DNA, this is why we commit to a hospitable, caring, and personal approach to “angel hosting”. We treat guests with the utmost care and thus ensure that our clients (owners and property managers) obtain the best results from their short-term rental properties.**Specifically, we need you to**:- Reply to all Guest inquiries within a very short delay, researching for the best answers when needed. Because most of our clients come from North America, Mexico, Europe, and the Caribbean, we need you to be able to communicate proficiently in both English and Spanish;- Respond in writing to a high volume of inquiries and questions from travelers around the world using our Property Management Software and advanced automation tools;- Solve any issues that Guests might have before, during, or after their stay. This includes communicating with Owners and/or Local Property Managers to find solutions;- Ensure quick and efficient communication with potential guests to convert their inquiries into confirmed Bookings;- Record payments for additional services, claims, and refunds when applicable;- Be resourceful and creative, ensuring complete guest satisfaction Remember, our objective is to always have happy guests and owners;- Be flexible and adaptable to changing needs and new situations;- Ensure post-stay reviews are replied to.**Is this job for you? Well, it is if**:- You have relevant Vacation Rental Management and/or Travel/Tourism/Hospitality management experience;- If you are located in the West Coast of Mexico, you should be comfortable with a fixed schedule of Monday to Friday from 4PM until Midnight PST;- You are comfortable with a flexible work schedule including shifts on evenings and weekends, on a rotational schedule between the hours of 8AM - Midnight EST;- You have experience in crisis management and turning unhappy guests into loyal customers;- You have an incredibly positive attitude: We want to have the best work environment, so negativity has no space in our world;- You carry strong initiative: you’re not the type of person that waits for someone to tell you what needs to be done. The words “this isn’t my responsibility” aren’t part of your vocabulary;- You have strong organizational and time-management skills. You know how to meet deadlines, prioritize tasks, and responsibilities;- You have a passion for using the latest technologies;- You love to laugh and be part of an awesome team.**So, what’s in it for you?**We believe that to attract the best, we also need to offer the best. And while we love to work, we also love everything else that life has to offer, like spending time with family and friends, traveling, or simply taking time to relax or meditate. That’s why we’ve designed a well-balanced compensation package.As our Guest Services Agent, you will receive:- A competitive base salary of $24,000 MXN per month, with annual reviews and opportunities for growth;- Paid time off + all national holidays;- 40h workweek + 2 days off on a rotational schedule. Shifts will be 8 hours on a rotational schedule between 8am to Midnight EST;- Freedom to work from home or from anywhere where you can have reliable wifi and dedicated working space. If you prefer, you can also choose to work from our beautiful co-working space in Old-Port Montreal;- Generous monthly allowance for Internet + Computer Usage + Private Health Insurance;- Up to 3 days of paid time off to volunteer in the charity of your choice through “Angels Care,” our plan f