Guest Satisfaction & Operations Support Virtual Assistant (Vacation Rentals)

About O&O Group:
O&O Group is a property management and hospitality company specializing in short-term and mid-term rentals.

We’re passionate about creating meaningful guest experiences and smooth operations — from the ---------- nt a guest books until they check out.

We’re building a team that values communication, accountability, and genuine care for people.


About the Role:
- We’re looking for a Guest Satisfaction & Operations Support VA who loves helping people and pays attention to the details.
- You’ll be part of the Guest Satisfaction & Operations Team, supporting guests before, during, and after their stay — making sure they have a smooth experience and that our internal systems (cleaning, check-in, etc.) are always aligned.
- This role is perfect for someone who thrives in a fast-paced environment, can think ahead, and enjoys problem-solving. What we can’t teach is empathy, reliability, and pride in your work.


Responsibilities:
- Communicate with guests through Airbnb, ---------- , and other platforms
- Send pre-check-in forms, follow up on missing requirements, and ensure all details are ready before arrival
- Coordinate with the field team to confirm cleaning and maintenance completion
- Ensure check-in instructions are sent on time and assist guests if they encounter issues
- Maintain accurate and updated records across Asana, Conduit, and internal sheets
- Report recurring issues or improvement ideas to the Team Lead
- Collaborate with teammates to maintain excellent guest satisfaction scores


Skills & Experience:
Core Skills
Excellent written English and strong communication skills
Tech-savvy and quick to learn new platforms (Guesty, Asana, Slack, Google Suite)
Highly organized with strong attention to detail
Able to multitask and manage priorities under pressure
Fast learner with good judgment and initiative
Customer service mindset — calm, kind, and solution-oriented

Character & Work Traits
- Reliable — you show up, stay consistent, and take ownership
- Empathetic — you understand guests’ emotions and respond with care
- Proactive — you don’t wait for reminders; you think ahead
- Team-oriented — you collaborate and communicate openly
- Calm under pressure — you can handle multiple chats or requests gracefully
- Professional — you follow processes and uphold company standards


Preferred Experience
- Experience in customer service, hospitality, or virtual assistance
- Familiarity with tools like Guesty, Asana, or Slack
- Prior experience in short-term and long-term rentals


Non-Negotiables:
- Privately owned desktop computer and backup laptop.
- Headset/microphone for desktop (for calls and meetings)
- Stable internet connection with at least 50 Mbps (and backup, mobile data is okay)
- Quiet work environment
- Willing to work on weekends, Philippine holidays, and shift schedules
- Fluent in written English with strong grammar and tone consistency
- Detail-oriented
- Organized
- Reliable attendance and accountability for team deliverables
- Two screens for work efficiency
- A smartphone that can be used for work (we require you to download apps)


Tools We Use:
- Guesty for Pros
- Asana
- Conduit
- Airbnb
- ----------
- Expedia
- VRBO
- Slack
- WhatsApp
- Google Workspace


Why Join O&O Group?
- Be part of a growing, values-driven hospitality team
- Learn the behind-the-scenes operations of short-term rentals
- Work directly with supportive mentors and leaders
- Opportunities for growth into senior or team lead roles
- Contribute to a company that truly cares about guests and its people