Remote Spanish-Speaking Guest Support Agent (Philippines-based) – UK Property Management

???? Remote Spanish-Speaking Guest Support Agent (Philippines-based) – UK Property Management

Company: Pass the Keys
Location: Remote (Philippines-based)
Schedule: 9:00 AM – 7:00 PM UK Time (4:00 PM – 2:00 AM PH Time)
Language Requirements: Fluent in both Spanish and English (B2/C1 CEFR)

About Us
Pass the Keys is one of the UK’s leading short-let management companies, working in partnership with Airbnb and other platforms to provide hassle-free property management for homeowners. We pride ourselves on delivering five-star guest experiences and outstanding service to our hosts.

The Role
We are looking for a Spanish-speaking Guest Support Agent based in the Philippines to join our dynamic remote team. If you’re tech-savvy, customer-focused, and familiar with the Airbnb platform (either as a guest or host), we’d love to hear from you!

You’ll play a key role in ensuring our guests have a smooth, enjoyable experience – from the ---------- nt they inquire to the ---------- nt they check out.

Responsibilities

1. Guest Messaging

Respond promptly to guest enquiries (pre-booking and during stay) via message platforms.

Deliver a friendly and high-standard service at all times.

Anticipate and resolve guest needs and escalate urgent issues.

Coordinate with internal teams to provide quick, effective solutions.

Follow all procedures outlined in the LMS documentation.

2. Guest Calls

Assist guests in locating properties, accessing key safes, and using appliances.

Help with common technical and operational issues (e.g. heating, linen, cleaning).

Support overbooking situations and guest relocations.

3. Reservations & Listings

Process and manage bookings on Airbnb and other platforms.

Handle cancellations, refunds, and guest verifications (for 360-trained staff only).

Maintain accuracy and consistency across listing platforms.

4. Operational Support

Serve as first-line support outside of business hours.

Provide second-line support during operational hours.

Ensure a consistent, high-quality support experience.

Language Requirements
You must be fluent in both Spanish and English (B2/C1 CEFR level). Language proficiency will be assessed through:

Documentation/certification if requested

A language interview during the selection process

Ideal Candidate

Strong communicator with fluent Spanish and English

Customer service experience (Airbnb hosting/guesting is a plus)

Comfortable working in a remote setup and UK time zone

Quick to learn new tools and processes

Able to work independently and as part of a team

Willing to work on a rotating schedule and be available ad hoc

Aligned with our core values:

? We Deliver What We Promise
? We Take Ownership
? Every Week A Better Company
? We Care
? We Don’t Waste Resources
? We Are Proactive

Compensation Structure

Level 1 Trainee: £3.60/hour

Level 2 Airbnb Specialist: £4.00/hour

360 in Training: £4.40/hour

360 Level 1: £5.00/hour

360 Level 2: £5.60/hour