Reservations Agent

About Haustay
Haustay Vacation Rentals is a boutique short-term rental management company operating in North County San Diego, California, USA. We specialize in premium vacation homes and deliver exceptional guest experiences alongside high-touch homeowner service. Our brand is built on responsiveness, operational excellence, and professional hospitality standards.
We are a lean, fast-growing company that values accountability, initiative, and long-term tea ---------- mbers who want to grow with us.
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Position Overview
We are seeking a highly organized, proactive, and customer-focused Virtual Assistant – Reservations Agent to serve as the front-line ambassador for our guests.
You will report directly to the business owner and play a critical role in guest satisfaction, and daily operational flow. This is not a passive support role — you will be entrusted with real responsibility and decision-making authority within defined guidelines.
The ideal candidate is detail-oriented, calm under pressure, tech-savvy, and committed to delivering a premium hospitality experience.
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Core Responsibilities
1. Guest Communication & Reservations Management
• Respond promptly and professionally to guest inquiries via Airbnb, VRBO, ---------- , direct website, SMS, email, and phone.
• Manage new reservations, alterations, cancellations, and payment-related issues.
• Provide clear answers regarding property details, availability, policies, and local recommendations.
• Identify upsell opportunities and protect revenue when handling cancellations or disputes.
2. Quality Control
• Ensure listing accuracy including pricing, amenities, descriptions, and policies.
3. Operational Coordination
• Notify cleaning and field teams of new bookings, schedule changes, and special guest requests.
• Escalate maintenance or guest issues to the appropriate tea ---------- mber quickly and clearly.
• Maintain detailed internal notes to ensure seamless communication and accountability.
4. Guest Experience & Issue Resolution
• Handle guest concerns calmly and professionally.
• De-escalate complaints and work toward resolution aligned with company standards.
• Request post-stay reviews and respond diplomatically to negative feedback.
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Required Qualifications
• Minimum 1 year experience in hospitality, reservations, customer service, or virtual assistance.
• Excellent written and spoken English (neutral accent preferred).
• Strong problem-solving and critical-thinking ability.
• Comfortable handling multiple systems simultaneously.
• Reliable internet connection and quiet work environment.
• High integrity and discretion.
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Preferred Experience (Not Required)
• Streamline PMS
• Breezeway
• RingCentral
• Airbnb / VRBO / ---------- dashboards
• Slack or similar team communication platforms
Training will be provided for the right candidate who demonstrates strong aptitude.
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Schedule
• 8:00 AM – 5:00 PM Pacific Standard Time
• Monday through Friday
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Compensation & Benefits
• $5.00 USD per hour
• Fully remote position
• Long-term role with growth potential
• Direct mentorship and exposure to business operations by working directly with the owner
• Performance-based increases and expanded responsibility over time
• 13th Month Pay provided in accordance with Philippine employment tradition
• Stable, consistent hours with opportunity for additional shifts as the company grows
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Ideal Candidate Traits
• Self-directed and does not require micromanagement
• Highly organized and process-driven
• Calm and rational under pressure
• Takes ownership of outcomes
• Interested in growing into operations or management over time
• Committed to long-term employment rather than short-term freelance work
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Growth Path
High performers may grow into:
• Full-time Reservations Manager
• Operations Coordinator
• Revenue Management Support
• Team Lead
We promote from within whenever possible.
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How to Apply
Please submit:
1. A brief introduction explaining why you are a strong fit.
2. Your relevant experience.
3. Confirmation of your internet speed and backup plan for outages.
4. Your availability for PST hours.
We are looking for someone dependable, detail-oriented, and serious about building a long-term career in hospitality operations.