Short-Term Rental Operations Virtual Assistant (Airbnb – UK)

About Us
We are a UK-based Airbnb and serviced accommodation management company.
We manage short-term rental homes for landlords and focus on smooth guest stays, strong reviews, and reliable operations.
We value people who:

Take responsibility

Communicate clearly

Follow issues through until they are fully resolved

We are growing and looking for someone who wants stable, long-term work.

About the Role
We are looking for an experienced Short-Term Rental Operations Virtual Assistant to support our UK Airbnb business.

This role is not just replying to messages. You will help manage guest issues, coordinate cleaners and contractors, and make sure problems are solved properly.

This role suits someone who:

Thinks before asking
Takes ownership
Is not afraid to say: “Here’s what I recommend”

Work Schedule
Working hours will be agreed in advance and kept consistent once set. typical shifts patterns you could work are 9am-5pm. 4pm-12am
Availability during UK daytime and/or evenings is required.
Exact shifts may rotate as the business grows.

Pay
$3–$5 per hour, depending on experience
(Reviewed as responsibilities grow)

Main Responsibilities

Reply quickly and professionally to guest messages via Airbnb, ---------- , Guesty, WhatsApp, and email

Handle booking changes, extensions, and guest questions using SOPs

Monitor arrivals, in-stay issues, and check-outs

Coordinate cleaners and contractors, confirm work is completed, and update guests

Own maintenance issues from start until fully resolved

Keep clear and accurate notes inside our systems

Spot risks early (complaints, refund requests, review risks) and escalate correctly

Identify repeated issues and suggest improvements

Required Experience

At least 1–2 years supporting Airbnb or short-term rental guests

Experience handling guest issues, including after-hours support

Comfortable managing multiple conversations at the same time

Tools You Will Use

Guesty or another PMS / channel manager

WhatsApp/Wati

Slack

Notion

(Training provided on our exact setup)

Nice to Have

Guesty experience

UK short-term rental knowledge

Pricing or revenue tools experience

Skills We Care About

Clear written English (calm, polite, professional)

Good judgement — knowing what you can solve and what to escalate

Organised and reliable

Comfortable following processes and suggesting improvements

What Success Looks Like

Fast, polite first responses to guests

Issues followed through until solved

Fewer repeated problems due to good coordination

Clean handovers to cleaners and contractors

Guests feel supported and leave positive reviews

What We Offer

Long-term, stable role

Clear expectations and training

Supportive team and regular communication

Opportunity to grow responsibilities over time

Paid day off on your birthday ????