REMOTE GUEST OPERATIONS SPECIALIST

REMOTE GUEST OPERATIONS SPECIALIST – BOUTIQUE HOTELS IN PANAMA

Full-time remote · Freelance / Independent Contractor · Long-term
US$700–US$850+ per month

ABOUT VILLA ALEJANDRO

Villa Alejandro operates a growing collection of boutique hotels in Boquete, Panama. We currently manage six hotels with more than 60 accommodation units and are expanding to 10 properties and beyond.

This is not a traditional hotel receptionist or front-desk position, and it is not generic virtual-assistant work.

This is a remote digital-operations role focused on text-based guest communication, reservations, payment and check-in controls, booking platforms, CRM systems and coordination across multiple hotel accounts.

You must be able to read quickly, type accurately, monitor several communication channels continuously and switch between systems without losing open tasks.

Traditional hotel experience is helpful, but proven experience in remote CRM, ticketing, BPO chat support, dispatch, travel reservations, e-commerce operations or short-term-rental management is more relevant.

REQUIREMENTS – READ BEFORE APPLYING

- Fluent written and spoken English, approximately C1 level. No certificate is required.
- Minimum typing speed of 50 WPM. A speed of 60 WPM or higher is preferred.
- Complete the 1-minute test at ---------- before applying.
- Computer with at least 8 GB RAM and SSD storage. 16 GB RAM is preferred.
- Computer capable of running at least 20 active browser tabs and video calls smoothly.
- Computer used only by you. Shared devices are not accepted for confidentiality reasons.
- Stable primary internet connection of at least 20 Mbps.
- Separate backup internet through a mobile SIM card or hotspot.
- Power backup capable of keeping your laptop and internet equipment working during an outage.
- Private, professional and interruption-free workspace.
- Camera and screen sharing available for interviews, training and scheduled meetings.
- Availability for both rotating shifts.
- Availability to work weekends and holidays according to the team roster.
- Willingness to use Time Doctor while clocked in. Nothing is monitored outside your scheduled working time.
- No other paid work during Villa Alejandro shifts.
- Any interruption, outage or absence during a shift must be reported immediately.

Typing speed, computer performance, internet connections, backup systems, workspace and other claims will be verified live during the interview.

THE ROLE

You will be the first point of contact for international hotel guests.
Your responsibilities include:

- Responding to guest inquiries and supporting reservations
- Checking reservation, payment and online check-in status
- Verifying all requirements before sending room-access information
- Communicating through WhatsApp, email, ---------- , Airbnb, Expedia and other channels
- Working in Cloudbeds, Cloudbeds Guest Experience and multiple hotel accounts
- Coordinating with housekeeping and local hotel operations
- Recording completed actions, pending items and required follow-ups
- Preparing clear handovers for the next shift
- Using approved SOPs, templates, AI translation and voice-to-text tools
- Reporting technical or communication-system problems immediately

You may have several guest conversations, hotel accounts and internal messages open at the same time.

You must notice new messages without reminders, manage multiple active conversations, complete the full workflow and clearly document what is completed, pending or blocked.

If you prefer calm, slow or single-task work, this position is not suitable for you.

AUTHORITY AND JUDGMENT

- Refunds, discounts, compensation, free late checkouts, payment exceptions, room-access exceptions and other policy exceptions require supervisor approval.
- You must not make unauthorized financial or operational promises to guests.

Strong candidates know how to act independently within established procedures and when to stop and escalate a decision.

RELEVANT EXPERIENCE

Strong candidates may come from:

- BPO chat support
- CRM or ticketing operations
- Remote customer operations
- Dispatch or scheduling
- Airline or travel reservations
- E-commerce customer support
- Remote short-term-rental operations
- High-volume written customer service
- Appointment or service coordination

Nice to have:

- Cloudbeds or another hotel PMS
- ---------- , Airbnb, Expedia or other OTA extranet experience
- Spanish

Spanish is not required. We use approved AI translation tools and templates.

Between otherwise equally qualified candidates, Spanish is a strong advantage.

SCHEDULE

The standard schedule is five shifts and 40 paid working hours per week.
Five working days per week are mandatory. Working days may include weekends and holidays.
You must be available for both rotating shifts.

AM SHIFT

8:00 AM–4:30 PM Panama time
9:00 PM–5:30 AM Philippine time

PM SHIFT

3:00 PM–11:30 PM Panama time
4:00 AM–12:30 PM Philippine time

Each shift includes eight paid working hours and a 30-minute unpaid meal break.
An optional sixth weekly shift may be worked by mutual agreement and according to operational requirements.
An approved sixth shift is paid proportionally. Additional approved working hours are paid separately.

COMPENSATION AND DEVELOPMENT

- Starting compensation: US$700 per month
- The starting compensation covers five shifts and 40 working hours per week
- Payment is made weekly through Western Union
- Villa Alejandro covers the Western Union transfer fee
- Performance and compensation are reviewed after three months
- A higher compensation will be discussed based on verified performance
- Strong performers may reach US$850 or more within six months
- Performance is evaluated based on speed, accuracy, reliability, attendance, judgment, guest communication, documentation, system control and ability to work independently
- Optional sixth shifts and additional approved hours are paid separately
- This is an independent-contractor / freelance engagement
- The first two to three weeks include paid live onboarding during Panama daytime hours, which are Philippine nighttime hours

Learn more about Villa Alejandro:

----------

HOW TO APPLY
Send your application by email to: ----------


Email subject:
RGOS Application – [Your Full Name]

If applying through the OnlineJobs.ph message button, the first line of your message must be:

RGOS Application – [Your Full Name]

FIRST-STAGE SCREENING

Our first screening reads and evaluates only the information typed directly in the message body.

Copy the application template below and complete every section as typed text.

You may attach a PDF CV in addition, but it does not replace any required answer.

Required information provided only in screenshots, photos, PDF or Word attachments, videos, typing-test links or Google Drive links will be treated as missing.

Do not send proof screenshots during the first stage. Typing speed, equipment, internet, backup systems and other claims will be verified live during the interview.

COPY AND COMPLETE ALL 6 SECTIONS BELOW

1. TYPING TEST
Complete the 1-minute test at ---------- .

WPM:
Accuracy:
Enter one exact result only. Do not provide a range such as “60–70 WPM.”

2. SYSTEMS AND WORKLOAD
For each important CRM, PMS, booking, ticketing, dispatch or customer-support system, provide:

System name:
Where you used it:
Length of experience:
Main tasks:
Highest number of text conversations or active customer cases handled simultaneously:

3. TECHNICAL SETUP
Computer model:
Processor:
RAM:
Operating system:
Primary internet provider:
Primary internet speed:
Backup mobile provider:
Backup connection type:
Power-backup type:
Estimated time your laptop and internet can continue working during an outage:
Is this computer used only by you? Yes/No:

4. AVAILABILITY AND MONITORING
Can you work both rotating shifts? Yes/No:
Can you work weekends and holidays? Yes/No:
Previous night-shift experience:
Do you accept Time Doctor during paid working hours? Yes/No:
Do you currently have another job, client or business?
Will you perform other paid work during Villa Alejandro shifts? Yes/No:

5. MULTITASKING SCENARIO

It is 11:00 PM.
A guest says the air conditioner is not working and demands a full refund or another room. The hotel is fully booked, and maintenance cannot arrive until 8:00 AM.

At the same time:
A. Another guest requests a free late checkout until 3:00 PM.
B. A newly arriving guest requests the room-access code, but payment and online check-in have not been verified.
Explain what you do during the first five minutes.

Include:
- The order in which you handle the three conversations
- What you tell each guest
- What you verify
- What you document
- Which decisions require supervisor approval
- What remains pending

6. HONESTY QUESTION
Which requirement in this advertisement, if any, do you not currently meet completely?

LIVE VERIFICATION

Shortlisted candidates will:
- Repeat the typing test live with screen sharing
- Demonstrate their computer specifications and performance
- Test their primary and backup internet
- Explain their power-backup system
- Show the actual workspace they will use
- Complete a different live multitasking exercise
- Answer detailed questions about their previous systems experience

You may use AI to improve the clarity of your written English, but all information must be truthful and you must personally understand every answer.

There is no benefit in overstating your skills, experience or equipment.

Significant differences between the application and live verification may end the application process.

Serious individual applicants only. Agencies, recruiters and service-provider pitches will not be considered.