Mexico
Banco Mercantil del Norte, S.A.
Handoff
Guest Services & Ops Coordinator
RemoteMexico
Brazil · Colombia · Mexico
About the opportunity
Guest Services & Operations Coordinator Our client is seeking a proactive, tech-savvy Guest Services & Operations Coordinator to support a growing mid-term rental and property management business. This role will serve as a key operational partner, helping manage guest communications, coordinate property-related tasks, support internal systems, and identify opportunities to improve efficiency through technology and AI tools. The ideal candidate is an exceptional communicator, highly organized, customer-focused, and comfortable working across multiple platforms and processes. This person will become an integral part of the team, helping streamline daily operations while allowing leadership to focus on growth and expansion.
RESPONSIBILITIES
Guest Communication & Support
- Respond to guest inquiries via phone, email, text, and messaging platforms
- Handle guest issues and provide timely resolutions
- Manage after-hours and weekend guest communications when needed
- Coordinate with guests before, during, and after their stay
- Maintain a high level of customer satisfaction and professionalism
Property Operations Coordination
- Coordinate with cleaning teams, maintenance vendors, and service providers
- Track and resolve operational issues across properties
- Ensure property readiness and guest experience standards are maintained
- Support property onboarding and operational setup processes
Systems & Process Management
- Manage and update property management systems and internal platforms
- Maintain accurate records and operational documentation
- Assist with CRM management and workflow organization
- Monitor operational metrics and identify areas for improvement
Administrative & Executive Support
- Assist leadership with operational projects and business initiatives
- Coordinate schedules, follow-ups, and internal communications
- Support reporting and business tracking activities
- Help prioritize and organize ongoing operational tasks
AI & Process Improvement
- Utilize AI tools to improve workflows, documentation, and efficiency
- Identify opportunities for automation and process optimization
- Collaborate with leadership and technical teams to implement operational improvements
- Create and maintain SOPs and operational documentation
- ABOUT YOU
- 2+ years of experience in customer service, operations coordination, property management, hospitality, or executive support
- Experience in short-term rentals, vacation rentals, Airbnb.
- Experience with property management software (AppFolio, Guesty, Hostaway, Hospitable, OwnerRez, etc.)
- Exceptional English communication skills (written and verbal)
- Comfortable handling phone calls with customers and vendors
- IA literate
- Strong organizational and multitasking abilities
- Experience working remotely in a fast-paced environment
- Highly proactive and solution-oriented mindset
- Strong attention to detail and follow-through
- Ability to learn new systems and technologies quickly
- Proficiency with Google Workspace and Microsoft Office
- Reliable internet connection and professional home office setup
- Availability to support some after-hours or weekend communications when required
- Preferred Skills & Tools
- Experience working with CRM systems
- Spanish proficiency
- Familiarity with AI tools such as ChatGPT, Claude, Gemini, or workflow automation platforms
- Experience supporting founders, entrepreneurs, or growing businesses
- Why You’ll Love It
- Join a fast-growing company in the short-term rental industry
- Work directly with leadership and play a key role in company growth
- Gain exposure to operations, customer experience, property management, and business strategy
- Help build scalable systems and processes using modern technology and AI
- Enjoy a collaborative, entrepreneurial environment where your ideas and initiative are valued
- Opportunity to grow into a larger operations or management role as the company expands
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