Evening Guest Phone Representative — Remote, Mexico
Pay: $9.00 USD per hour
About At Mine Hospitality
At Mine Hospitality operates boutique hotels and short-term rentals across Miami Beach, San Diego, San Francisco, Seattle, Key West, Fort Lauderdale, and other markets. Our team does best when people are warm with others, organized in their work, and dependable in execution.
About the role
This is a fully remote evening shift focused on one thing: taking care of guests who reach out during the evening hours.
When a guest calls or messages about something that isn't right — a room issue, an access code that isn't working, a request that didn't get handled earlier — you're the person who picks it up, calls them back, works the problem, and follows through until it's resolved. You own each situation from the moment it lands until the guest is taken care of.
You'll be working from home, on your own for most of the shift, across multiple properties. You'll coordinate with on-call maintenance when a fix requires someone on-site, and leave clear notes for the next morning's team. The tool set is small: RingCentral, Whistle, WhatsApp, Google Chat, and Cloudbeds.
What you'll do
- Answer guest calls and messages during the evening shift
- Call guests back when they report an issue, and work each one through to resolution
- Dispatch maintenance when a fix requires someone on-site
- Leave clear internal notes for the front desk and the morning team
- Post property-level updates so Regional Operations has full visibility
- Log every interaction in real time in the shared shift file
- Escalate urgent or unresolved matters to the right person when needed
Shift preview
-- Handover — 4:00 PM ET. You start by reading the morning team's notes, checking open items, and reviewing any ongoing guest conversations.
-- Through the evening. The bulk of the shift. Calls and messages come in as guests need help. You'll be answering, calling back, working each issue, dispatching where needed, and logging as you go. Speed matters, but not as much as whether the guest comes away feeling taken care of.
-- Final stretch — into midnight. Follow up on any open items, complete your logs, flag anything the morning team needs to pick up, and post final property updates.
A few things worth knowing before you apply
We want to be upfront about the parts of this role that don't suit everyone, so you can decide if the setup fits your life and how you like to work.
Most contacts involve a problem. Guests reach the evening team because they need help. Some will be frustrated, upset, or already escalated by the time they get to you. You need to be comfortable handling complaints and holding a warm, professional tone through them.
You'll need to reset between calls. A guest who is angry about a broken air conditioner is angry about the situation, not at you personally. The people who do well here can finish a hard conversation and start the next one calm and helpful.
The shift — Coverage across the week is shared by three part-time reps who rotate the schedule, so you own your evenings, not every evening.
Evenings and weekends are the schedule. The 4:00 PM – 12:00 AM ET window is permanent, and weekends and holidays are part of the rotation. If your evenings need to be free for family, school, another job, or another commitment, this schedule won't work.
You'll own each issue from start to finish. When something goes wrong for a guest, you're the one who calls them back, works the fix, and follows up. Some evenings you'll do this several times in a row. If you prefer customer service work that ends when you close the ticket, this role runs longer than that.
You'll likely do well here if you
- have already worked remotely in a customer-facing role and know what solo remote work is like
- stay warm and patient across a long shift, including with people who are upset
- are willing to pick up the phone rather than rely only on messages
- take ownership of a problem rather than pass it along
- communicate clearly in both English and Spanish
- write clearly and accurately, including under time pressure
- stay organized across several tools at once
- follow through on notes and logs without needing reminders
- know when to solve an issue yourself and when to escalate it
What we're looking for
Required
- At least 6 months of prior remote work in a customer-facing role. Qualifying experience includes remote customer service, virtual assistance with direct client contact, remote reservations or reception, remote hospitality, or sustained freelance work with ongoing client communication. Remote software or technical roles and short-term project freelance do not count toward this requirement.
- Strong written English — clear, professional, accurate
- Strong verbal English — warm and clear on a call
- Fluent spoken and written Spanish
- Availability for the full 4:00 PM – 12:00 AM ET shift, 3 days per week, including weekends and holidays on rotation
- Current residence in Mexico
- A quiet home workspace with reliable internet and a working headset
- Comfortable learning and using several systems during a shift
Preferred
- Hospitality experience (hotel, short-term rental, resort, or similar)
- Prior experience handling upset customers, complaint resolution, or customer follow-up
- Experience in small-team environments where you owned issues rather than escalated them
How to apply
Please submit your resume and answer the screening questions below. Applications without responses to all questions will not be reviewed. Part of the interview process will be conducted in English to evaluate the communication skills the role requires.
At Mine Hospitality considers qualified applicants without regard to characteristics protected by applicable law.
Required screening questions
- Are you available to work the full 4:00 PM – 12:00 AM ET shift, 3 days per week on a rotating basis, including weekends and holidays? (Yes / No)
- Do you have at least 6 months of prior remote work in a customer-facing role? (Yes / No)
- How would you describe your English proficiency? (Fluent / Advanced / Conversational / Basic)
- Do you currently reside in Mexico? (Yes / No)
- Tell us about a specific time a customer or guest reached out with a problem, and you were the one who owned it through to resolution. What was the situation, what did you actually do, and how did it end? Please keep your answer under 150 words.
Job Type: Part-time
Pay: $1,250.00 per day
Application Question(s):
- Are you available to work the full 4:00 PM – 12:00 AM ET shift, 3 days per week on a rotating basis, including weekends and holidays? (Yes / No)
- Do you have at least 6 months of prior remote work in a customer support role? (Yes / No)
- How would you describe your English proficiency? (Fluent / Advanced / Conversational / Basic)
- Do you currently reside in Mexico? (Yes / No)
- Tell us about a specific time a customer or guest reached out with a problem, and you were the one who owned it through to resolution. What was the situation, what did you actually do, and how did it end? Please keep your answer under 150 words.
Work Location: Remote
