Location: Remote — Mexico
Pay: $9.00 USD per hour
Employment Type: Full-Time weekends Included !
Schedule: 9:00 AM – 4:00 PM Eastern Time (Miami, USA)
Weekend availability is required.
About At Mine Hospitality
At Mine Hospitality operates boutique hotels and short-term accommodations across multiple U.S. markets, with a focus on efficient operations, consistency, and strong guest experiences.
Our team does best when people are warm with guests, organized in their work, dependable in execution, and comfortable taking ownership of guest needs from beginning to end.
About the Role
This is a fully remote Front Desk Representative position based in Mexico.
Although you will not be physically located at one of our hotels, you will function as an extension of the front desk team by supporting guests across multiple properties through phone calls, digital messaging, reservation systems, and internal communication channels.
Throughout your shift, you may assist with check-ins and check-outs, answer reservation questions, respond to guest concerns, coordinate with on-site housekeeping and maintenance teams, update property records, and ensure important information is properly documented for the next team member.
This is not a passive customer-service role. You will be expected to stay engaged throughout the shift, manage several systems at once, communicate confidently with guests, and follow through on issues rather than simply passing them along.
What You'll Do
- Answer guest phone calls and digital messages throughout the shift
- Assist guests with check-in, check-out, access, reservation, and property-related questions
- Review arrivals, departures, reservations, and open guest concerns
- Follow up with guests regarding unresolved issues or requests
- Coordinate remotely with housekeeping, maintenance, property managers, and other operational teams
- Update reservation and property-management systems accurately
- Maintain clear internal notes, guest records, and shift handoffs
- Escalate urgent or unresolved matters to the appropriate manager when necessary
- Provide updates regarding property-level concerns or recurring guest issues
- Monitor multiple communication platforms while maintaining accuracy and professionalism
- Help ensure the next shift receives a complete and organized handoff
Shift Preview
Morning | 9:00 AM – 10:00 AM ET
Start the shift by reviewing arrivals, departures, reservations, open guest matters, property updates, and handoff notes from the previous team.
Strong representatives use this time to identify priorities early and begin the day with a clear understanding of what requires attention.
Midday | 10:00 AM – 1:00 PM ET
This is typically the busiest portion of the shift.
You may be answering calls and messages, assisting with check-outs, responding to reservation questions, coordinating room-readiness updates, communicating with on-site teams, and resolving guest concerns as they arise.
You must be able to move quickly without losing accuracy or professionalism.
Afternoon | 1:00 PM – 4:00 PM ET
The final portion of the shift focuses heavily on guest support and follow-through.
You will continue handling incoming guest needs while completing documentation, following up on open matters, updating internal records, and preparing a clear handoff for the next shift.
A strong finish matters just as much as a strong start.
Schedule Expectations
This is a full-time position with a regular operating window of 9:00 AM – 4:00 PM Eastern Time (Miami, USA).
Weekend availability is mandatory.
Schedules may include weekdays, weekends, and holidays based on operational needs. Regular workdays and days off will be assigned according to the team's schedule.
Applicants should make sure they can consistently work the required schedule based on their local time in Mexico.
Training
Selected candidates will complete structured remote Front Desk training before working independently.Tuesday to Friday, 9am to 4pm EST
Training attendance and successful completion are required as part of the position.
You'll Likely Do Well in This Role If You
- genuinely enjoy helping and interacting with guests
- are comfortable speaking with guests by phone rather than relying only on messaging
- stay warm and professional when guests are frustrated
- enjoy structured workflows and daily routines
- can work independently without constant supervision
- remain organized while managing multiple conversations and systems
- communicate clearly in writing
- pay attention to details when documenting guest information
- take ownership of a problem and follow through until it is resolved
- know when an issue can be handled independently and when it needs to be escalated
- are dependable about attendance and punctuality
This Role May Not Be a Fit If You
- prefer minimal guest interaction
- are uncomfortable handling guest complaints
- prefer communicating only through text or messaging
- dislike documentation, checklists, or written updates
- struggle with switching between several systems during a shift
- need frequent reminders to complete follow-up tasks
- are unavailable on weekends
- are looking for a short-term or temporary position
What We're Looking ForRequired
- Current residence in Mexico
- At least 1 year of experience in a customer-facing role with administrative responsibilities
Relevant experience may include:
- Hotel front desk, reservations, or remote hospitality
- Remote customer service with direct guest/client contact
- Medical or dental reception
- Leasing office or residential front desk
- Travel, airline, cruise, or tourism guest services
- Virtual assistance involving sustained client communication
- Customer-service roles that required documentation, follow-up, and problem resolution
Additional requirements:
- Fluent spoken and written English
- Fluent spoken and written Spanish
- Strong professional phone communication skills
- Reliable attendance and punctuality
- Availability for the full 9:00 AM – 4:00 PM Eastern Time schedule
- Weekend availability is required
- Availability for holidays based on scheduling needs
- Quiet and professional home workspace
- Reliable high-speed internet connection
- Working computer and headset suitable for guest calls
- Comfortable learning and using several systems during the same shift
Preferred
- Previous hotel, short-term rental, resort, or hospitality experience
- Experience using Cloudbeds, Opera, or another hotel PMS
- Previous remote-work experience
- Experience handling guest complaints, service recovery, or issue follow-up
- Experience coordinating with multiple departments or operational teams
- Experience working in small-team environments where individual follow-through is important
Systems You May Use
Our remote Front Desk team works across several platforms, which may include:
- Cloudbeds
- RingCentral
- Whistle
- WhatsApp
- Google Chat
- Google Workspace
- Shared operational files and reporting tools
Prior experience with these specific platforms is helpful but not required. You must, however, be comfortable learning new systems quickly.
How to Apply
Please submit your resume and complete all required screening questions.
Part of the interview process will be conducted in English to evaluate the verbal communication skills required for the position.
Applications that do not meet the required schedule or weekend availability may not be considered.
At Mine Hospitality considers qualified applicants without regard to characteristics protected by applicable law.
Job Type: Full-time
Pay: $154.00 per hour
Application Question(s):
- Are you available to work the full 9:00 AM – 4:00 PM Eastern Time (Miami) shift?
Yes / No
- How would you describe your English proficiency?
Fluent / Advanced / Conversational / Basic
- Do you have at least one year of customer-facing experience that also required administrative work, documentation, or follow-up?
Yes / No
- Please briefly describe a situation where a customer or guest contacted you with a problem. What did you do to resolve it, and how did you follow up?
Please keep your response under 150 words.
Experience:
- remote-work experience?: 1 year (Required)
Language:
- English and Spanish fluently (Required)
Work Location: Remote
