Guest Experience Coordinator — Remote, Mexico

Pay: $10.50 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 position with one focus: taking care of guests who reach out because something is not right.

Every contact you handle will involve a guest with a problem. Guests do not call this line to tell us their stay is going well.

When a guest calls or messages about a room issue, an access code that is not working, a request that was not handled earlier, or another concern, you will be the person responsible for picking up the issue, calling the guest, working toward a solution, and following through until the situation is resolved.

You will own each situation from the moment it reaches you until the guest has been properly taken care of.

You will work from home, independently for most of the shift, while supporting guests across multiple properties. You will coordinate with on-call maintenance when a situation requires someone on-site and leave clear notes for the next morning’s team.

What You’ll Do

- Answer guest calls and messages during the evening shift.
- Call guests back when they report an issue. The standard for this shift is a phone call, not an extended message thread.
- Work each issue through to resolution rather than simply passing it along.
- Dispatch maintenance when a repair or issue requires someone on-site.
- Leave clear internal notes for the front desk and morning teams.
- Post property-level updates so the Regional Manager has full visibility.
- Log every interaction in real time in the shared shift file.
- Follow up on open issues until the guest has been properly assisted.

Shift PreviewHandover — 4:00 p.m. ET

You will begin by reading the morning team’s notes, checking open items, and reviewing any ongoing guest conversations.

Peak Evening — 4:30 p.m. to 9:00 p.m. ET

Calls and messages will come in as guest needs arise.

You will answer calls, return calls, work through each issue, dispatch assistance when necessary, and document your actions as you go.

Speed matters, but not as much as making sure the guest ends the conversation feeling heard and taken care of.

Wind-Down — 9:00 p.m. to 10:00 p.m. ET

You will follow up on open items, complete your logs, flag anything the morning team needs to continue, 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 may not suit everyone, so you can decide whether the position fits your life and working style.





Every Contact Involves a Complaint or Problem

Happy guests usually do not call.

For six hours each shift, you will be assisting people who need help. Some guests will be frustrated, some will be upset, and some may already be escalated by the time they reach you.

This is not the right role for someone who does not want to handle complaints and guest concerns consistently.

You Must Be Able to Reset Between Calls

A guest who is angry about a broken air conditioner is angry about the air conditioner, not personally at you.

People who succeed in this position can finish a difficult call and begin the next one with a calm and professional attitude.

This shift may be difficult if one challenging conversation tends to affect the rest of your workday.

The Shift Is Primarily Independent

You will work independently for up to six hours at a time without coworkers physically around you.

Some people prefer this level of independence. However, this may not be the right role if you know you work best with colleagues constantly nearby.

Evenings and Weekends Are Part of the Schedule

The permanent schedule is 4:00 p.m. to 10:00 p.m. Eastern Time, five to six days per week.

Weekends and holidays are part of the rotation.

Candidates are responsible for confirming the equivalent schedule in their local time zone in Mexico.

This position will not work for someone who needs their evenings consistently available for family, school, another job, or personal commitments.

You Will Own Each Issue From Start to Finish

When something goes wrong for a guest, you will be responsible for calling them, working toward a solution, and following up.

Some evenings, you may need to do this several times in a row.

This position requires more than closing a ticket or sending a message. It requires making sure the guest has actually been assisted.

You’ll Likely Do Well Here If You:

- Have already worked remotely in a customer-facing position and understand what independent remote work is like.
- Stay warm and patient throughout a long shift, including when speaking with upset guests.
- Can let go of a difficult call and begin the next one with a fresh attitude.
- Take ownership of a problem rather than immediately passing it along.
- Are willing to pick up the phone instead of hiding behind a message thread.
- Write clearly and professionally, including under pressure.
- Stay organized while working across several systems.




- Complete notes, logs, and follow-ups without needing reminders.

What We’re Looking ForRequired

- At least six months of prior remote work in a customer-facing role.

Qualifying experience may include:

- Remote customer service.
- Virtual assistance with direct client contact.
- Remote reservations or reception.
- Remote hospitality.
- Sustained freelance work involving direct client communication.

Remote software or technical positions and short-term freelance projects do not satisfy this requirement.

- Strong written English that is clear, professional, and accurate.
- Strong verbal English with the ability to communicate warmly and clearly by phone.
- Fluent spoken and written Spanish. A meaningful share of evening guest calls will be in Spanish, and you will use it daily.
- Availability for the full 4:00 p.m. to 10:00 p.m. Eastern Time shift, five to six days per week.
- Availability to work weekends and holidays.
- A quiet home workspace.
- Reliable internet service.
- A dependable computer and working headset.
- Comfort learning and using multiple systems during the same shift.
- Current residence in Mexico.

Preferred

- Hospitality experience in a hotel, short-term rental, resort, or similar environment.
- Experience using Cloudbeds or another hotel property-management system.
- Experience handling upset customers, resolving complaints, or completing customer follow-ups.
- Experience working in small teams where you were expected to own issues rather than simply escalate them.

Engagement Terms

The selected candidate will receive the applicable contract, payment, scheduling, and engagement terms in writing before accepting the position.

How to Apply

Please submit your resume and answer all screening questions.

The interview process will be conducted partially in English to evaluate the verbal and written communication skills required for the role.

At Mine Hospitality considers qualified applicants without regard to characteristics protected by applicable law.

Application Questions

- Do you have at least six months of prior remote work in a customer-facing role?Yes / No
- How would you describe your English proficiency?Fluent / Advanced / Conversational / Basic
- Tell us about a specific time a customer or guest contacted you with a problem and you were responsible for handling it through resolution.What was the situation, what actions did you personally take, and how did it end?Please keep your response under 150 words.
- Are you available to work the full 4:00 p.m. to 10:00 p.m. Eastern Time shift, five to six days per week, including weekends and holidays?Yes / No
- Do you currently reside in Mexico?Yes / No

Work Location

Remote — Mexico

Job Type: Full-time

Pay: $10.50 per hour

Work Location: Remote

📌 Guest Experience Coordinator — Remote, Mexico (México)
🏢 At Mine Hospitality
📍 México