Guest Services Agent - Short Term Rental (Europe Time Zone)

We’re hiring!

We're looking for someone living anywhere in Spain or Europe for Time-zone component.

Please ensure you answer all the questions in your application. If the questions are not answered, we will discard your application.

This position requires candidates to be bilingual in English and Spanish.

We’re Angel Host, a Canadian-based, data-driven, and tech-enabled Vacation Rental Maximization service provider that helps Property Managers and Hosts worldwide outperform their market. With Angel Host handling listing optimization, channel optimization, and pricing strategy, our clients can focus on growth and increase their revenue. 

Angel Host was founded by highly experienced, award-winning entrepreneurs and hospitality operators. Our mission is to become a worldwide leader in vacation rental management, and we're on the right track, currently managing 1,000+ properties across the US, Canada, Mexico, the Caribbean, and Europe. 

Does our mission appeal to you? Are you a Guest Services expert looking to work in a fast-paced, fun, and flexible work environment with unlimited growth, happiness, and learning opportunities? Would you like to join a rapidly growing start-up that's full of energetic people from all around the world? 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 consultative, friendly, welcoming, and helpful is at the core of our DNA, which is why we are committed to providing incredible value to the clients that we work with. We treat our clients with the utmost care, and we expect you to do the same, ensuring that we obtain the best results for their short-term and vacation rental properties.  

Specifically, we need you to:

• Reply to all Guest inquiries within company standards using our database. You need to be able to communicate proficiently in both spoken and written 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.

• Manage payments for additional services, handle guest claims and disputes, and process refunds or adjustments in accordance with company and platform policies.

• Be resourceful and creative to ensure complete guest satisfaction! Remember, our goal is to always have happy guests and owners.

• Be flexible and adaptable to changing needs and new situations. 

• Ensure post-stay negative reviews are responded to in a timely and professional manner. Review removal requests when needed. Apply constructive feedback to improve the guest experience.

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

• You have at least 3 years of experience in hospitality, vacation rental management, or travel/tourism, with a strong focus on customer service and experience working with major OTAs such as Airbnb, Vrbo, Booking.com, Expedia, or similar platforms. Experience with Guesty is a plus.
  
• You have excellent writing skills in English and Spanish. A written English and Spanish test will be conducted, so please apply only if you believe you can achieve a 90/100 score or better. If you speak and write more languages, even better;

• You are comfortable with a flexible work schedule and understand that guest inquiries do not only occur during standard business hours. This role requires working evenings and weekends, including weekend shifts on a rotational basis, and responding to guest inquiries outside of a typical Monday–Friday, 9:00 AM–5:00 PM schedule. In return, we offer flexibility as well. The position is full-time (40 hours per week) with two rotational days off, and shifts are 8 hours in length. The coverage window is generally 7:00 AM – 9:00 PM Central European Time (CET) across most of Europe but the shifts are 8 hours per day
• You have a dedicated remote workspace with reliable high-speed Wi-Fi and a professional setup suitable for remote work.

• 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 have strong initiative: you’re not the type who 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, with the ability to meet deadlines and manage responsibilities effectively

• You have a passion for using the latest technologies;

• You are exceptional at multitasking and setting priorities while managing multiple tasks efficiently.

• 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 with annual reviews and plenty of growth opportunities;

• Paid time off + all national holidays;

• The freedom to work remotely from anywhere as long as you ensure you always have reliable Wi-Fi and a dedicated workspace and the ability to work within Eastern Standard Time (EST);

• Monthly allowance for Computer Usage;
  
• Up to 3 days of paid time off to volunteer in the charity of your choice through “Angels Care,” our plan for giving back to the community.
  

At Angel Host, we’re not just building a service, we’re shaping the future of short-term rental performance. If you’re ready to bring your skills, energy, and ideas to a team that values growth, collaboration, and client success, apply now! Join us and help redefine what property managers and owners can expect from a true growth and performance partner.