Guest Support Agent (Spanish & English) – Evening Shift

# Guest Support Agent (Spanish & English) – Evening Shift We are a boutique vacation rental management company based on the Costa del Sol (Spain), managing premium short-term rental properties. We are looking for a reliable and customer-oriented Guest Support Agent to cover our evening shift and provide support to guests staying in our properties. This is not a sales role. We are looking for someone calm, professional, resourceful and able to follow procedures while providing excellent guest communication. ## Schedule * Tuesday to Sunday * 20:45 CET / CEST to 23:45 CET / CEST * 3 hours per day * 18 hours per week * Initial contract until September 15th * Possibility of extending the collaboration afterwards ## Languages Mandatory: * Spanish (professional level) * English (professional level) Nice to have: * Polish * Dutch * French * German ## Main Responsibilities ### Guest Communication * Reply to Airbnb, Booking.com and direct guest inquiries during your shift * Monitor company email inboxes * Ensure guests receive timely and professional responses * Follow communication standards and company protocols ### Guest Assistance Provide support during guest stays, including: * Self check-in assistance * Access issues * Lost keys * Lockbox questions * Smart lock issues * Basic troubleshooting Example: If a guest loses their keys, your role is not necessarily to solve the issue yourself, but to guide the guest through the available options according to company procedures (locksmith, office key collection the following day, emergency solutions, etc.). ### Reservation Support * Review check-out communications * Ensure scheduled messages have been sent correctly * Handle late check-out requests according to company guidelines * Monitor upcoming arrivals and departures when required ### Administrative Tasks During quiet periods you may also: * Create new listings * Update listing information * Upload content and photos * Perform small platform updates * Complete operational support tasks ## Requirements * Previous experience in customer service, hospitality, guest support or vacation rentals * Excellent written communication skills * Ability to remain calm during guest incidents * Strong attention to detail * Comfortable following procedures and checklists * Reliable internet connection * Availability during the stated schedule ## Ideal Candidate We are looking for someone who: * Enjoys helping people * Communicates clearly and professionally * Takes ownership of issues * Is comfortable working independently * Can make sensible decisions within defined guidelines * Understands that speed and quality of communication are equally important ## To Apply Please include: 1. A short introduction about yourself. 2. Your experience in customer service or hospitality. 3. Your level of Spanish and English. 4. Any experience with Airbnb, Booking.com, Guesty, Hostaway, Rental Ninja or similar platforms. 5. Confirmation that you are available Tuesday to Sunday from 20:45 to 23:45 CET/CEST.