Guest communications and Guesty user for UK short term rentals

Business: East Village Belfast
Website: ----------
Location: Remote
Hours: Part-time to start (with potential to increase)

?

About East Village Belfast

East Village Belfast is a professionally run short-term rental business based in Belfast, United Kingdom (UK).

We operate a block of 11 completely renovated apartments in East Belfast.
We currently manage 6 apartments in-house, with the remaining 5 apartments managed externally. Our objective is to bring all 11 apartments fully in-house, supported by strong systems and excellent guest communication.

We have consistently held Airbnb Superhost status. Currently, only 1 of our 6 in-house apartments are “Guest Favourite” listings, and our aim is to increase this significantly. Our average rating is 4.81. If you search for East Village Belfast in Google you should see the ---------- and Airbnb ads.

?

Systems & Platforms we use
• Guesty – Property Management
• Wheelhouse – Dynamic pricing
• payments - Stripe
• Airbnb: ~70% of bookings
• ---------- : ~25% of bookings
• VRBO: very low volume

There is significant scope to expand booking channels, including corporate and mid-term stays.

?

The Role

We are looking for a proactive Virtual Assistant with excellent written English and Guesty experience to manage day-to-day guest communications.

Most guest messaging is automated. Your role is to:
• Supplement automation with human judgement and empathy, and
• Proactively suggest improvements to our automated messages and workflows where gaps, confusion, or inefficiencies are identified.

We want someone who does not just follow systems, but helps improve them over time.

?

Key Responsibilities

Guest Communication (Primary Focus)
• Respond promptly and professionally to guest messages across all channels
• Handle pre-booking enquiries to improve booking conversion
• Manage in-stay communications and post-stay follow-ups

•. Generate revenue through upselling

• Communicate confidently with UK-based guests in fluent, natural English


?

Automation Support & Improvement
• Identify gaps or recurring guest questions that automation does not cover well
• Suggest improvements to automated messages, templates, and workflows in Guesty
• Flag opportunities where better automation could reduce friction or improve reviews
• Work collaboratively to test and refine messaging over time

?

Guest Experience & Review Improvement
• Proactively resolve issues before checkout to prevent avoidable 4? reviews
• Follow up with guests who report minor issues
• Politely educate guests on Airbnb’s rating system where appropriate
• Encourage guests who had a genuinely positive stay to leave accurate 5? reviews
• Support guest-recovery initiatives (e.g. future stay discounts where approved)

Our objective is to turn good stays into consistently excellent stays and increase the number of Guest Favourite listings.

?

Operations & Issue Resolution
• Chase cleaning and maintenance teams when issues are reported
• Keep guests informed if there is a delay and manage expectations calmly
• Log issues clearly so patterns can be identified and eliminated

?

Future Growth Support (As Role Expands)
• Support research into additional booking channels
• Assist with corporate and longer-stay enquiries
• Promote direct bookings via ----------
• Provide operational support as we bring all 11 apartments in-house

?

Required Skills & Experience (Must Have)

? Excellent written English (UK guest-facing standard)
? Hands-on experience using Guesty preferred
? Experience managing Airbnb or short-term rental guest communications
? Calm, professional handling of complaints and sensitive situations
? Strong organisation, initiative, and reliability

Applications without Guesty experience will still be considered if you are very familiar with other PMS like Hostaway and feel you could adapt easily. Please give us as much info as possible about your experience with different PMS

?

Hours & Progression
• Start part-time
• Hours and responsibility increase based on performance and initiative
• Long-term opportunity for the right candidate

?

How to Apply

Before applying, please:
1. Review our website: ----------
2. Review our Airbnb listings (search East Village Belfast)

In your application, please include:
• A brief summary of relevant experience
• Your experience with Guesty and other PMS
• Your availability and time zone
• Your ideas:
Based on our listings and website, what improvements would you suggest to guest messaging, automation, or overall guest experience?