Evening Guest 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 position focused on helping guests who contact us because something is not right during their stay.

Every contact you handle will involve a guest who has a question, concern, or problem. Guests may contact us about a room issue, an access code that is not working, a request that was not handled earlier, or another situation affecting their stay.

You will be responsible for answering the guest, gathering the necessary information, calling them back when appropriate, coordinating assistance, and documenting the interaction clearly.

You will work from home and independently for most of the shift while supporting guests across multiple properties. When a situation requires someone on-site, you will coordinate with the appropriate maintenance or operations contact and leave clear notes for the next team.

What You’ll Do

- Answer incoming guest calls and messages during the evening shift.
- Return guest calls when they report a problem or request assistance.
- Gather accurate information and help move each issue toward resolution.
- Contact on-call maintenance or operations when on-site support is required.
- Leave clear internal notes for the front desk and morning teams.
- Post property-level updates so Regional Operations has visibility.
- Log guest interactions in real time in the shared shift file.
- Follow up on open situations when required.
- Escalate urgent or unresolved matters to the appropriate team member.

Shift PreviewHandover — 4:00 p.m. ET

You will begin by reviewing the morning team’s notes, checking open items, and reading 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, gather information, coordinate assistance when necessary, and document each interaction as you go.

Speed matters, but so does making sure the guest feels heard, informed, and supported.

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 position that may not suit everyone, so you can decide whether the role fits your life and working style.

Most Contacts Involve a Problem

Guests usually contact the evening team because they need assistance.

Some guests will be frustrated, upset, or already escalated when they reach you. You must be comfortable handling complaints and maintaining a professional tone.

You Must Be Able to Reset Between Calls

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

People who succeed in this position can finish a difficult conversation and begin the next one with a calm, helpful attitude.

The Shift Is Primarily Independent

You will work remotely and independently for most of the six-hour shift.

This may not be the right role if you need coworkers physically nearby or frequent direct supervision to remain productive.

Evenings and Weekends Are Part of the Schedule

The permanent shift 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 must confirm the equivalent schedule in their local time zone in Mexico. This position will not work for someone who needs their evenings consistently free for school, family, another job, or other obligations.

Follow-Through Matters

You will be expected to document each interaction, communicate the next steps, and follow up when required.

This is not a role where you simply answer the phone and immediately forget the situation.

You’ll Likely Do Well Here If You:

- Have worked remotely in a customer-facing position.
- Are comfortable speaking with upset or frustrated guests.
- Can remain warm and professional during a busy shift.
- Are willing to pick up the phone instead of relying only on messages.
- Communicate clearly in both English and Spanish.
- Write accurate notes while working under time pressure.
- Stay organized while using several systems at once.
- Complete logs and follow-ups without repeated reminders.
- Know when to solve an issue and when to escalate it.

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 communication with clients.

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.
- 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.
- Current residence in Mexico.
- A quiet home workspace.
- Reliable internet service.
- A dependable computer and working headset.
- Comfort learning and using multiple systems during the same shift.

Preferred

- Experience in a hotel, short-term rental, resort, or similar hospitality environment.
- Experience using Cloudbeds or another hotel property-management system.
- Experience handling upset customers, guest complaints, or customer follow-up.
- Experience working independently in a small-team environment.

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 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 you handled a call from an upset customer or guest.What was the issue, how did you respond, and what happened afterward?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 Schedule

- Six-hour shifts.
- Five to six days per week.
- Approximately 30 to 36 hours per week.
- Weekends and holidays are required as part of the rotation.

Work Location

Remote — Mexico

Job Type: Part-time

Pay: $9.00 per hour

Work Location: Remote

📌 Evening Guest Representative — Remote, Mexico (México)
🏢 At Mine Hospitality
📍 México