Virtual Assistant – Short-Term Rental Operations

Guest Communication & Support
Respond promptly to all guest inquiries across booking platforms (Airbnb, Vrbo, ---------- , direct bookings,Hospitable).
Provide accurate check-in/check-out instructions and resolve common guest questions.
Monitor guest reviews and flag feedback for improvement.
Escalate complex or unresolved issues to the Operations Manager when necessary.

Guest Issues & Troubleshooting
Serve as the first line of support for guest-reported problems (Wi-Fi, TV, appliances, access issues, etc.).
Proactively research solutions using Google, YouTube, ChatGPT, or vendor manuals before escalating.
Call guests directly (when needed) to walk them through troubleshooting steps.
Document all attempted solutions and outcomes in the task log.
Escalate only if:
The issue cannot be solved remotely after troubleshooting, OR
It poses a safety/security risk (e.g., water leak, broken lock, electrical hazard).

Reservation & Calendar Management
Confirm all bookings, cancellations, and modifications are properly updated in PMS/channel manager.
Ensure calendars remain accurate across all platforms.
Track and communicate special requests (early check-in, late check-out, amenities).

Cleaner Communication & Oversight
Send daily turnover schedules and instructions to cleaners at least 24 hours in advance.
Confirm cleaner acknowledgment for every scheduled job.
Review photos/videos after turnovers:
Confirm staging, linens, and supplies reset according to SOPs.
Flag any damages or missing items immediately to the Ops Manager.
Ensure same-day reporting of damages or cleanliness issues.
Maintain an up-to-date roster of cleaners and escalate no-shows/failures immediately.

Vendor & Maintenance Communication
Log all maintenance issues reported by guests or cleaners.
For minor issues, call vendors directly to explain the problem and check availability.
Collect multiple quotes or timing options (when time allows) and report to the Ops Manager.
Coordinate appointments, confirm access codes or guest permissions, and ensure vendor arrival.
Request before/after photos and completion notes from vendors.
Document vendor reliability and escalate issues with no-shows, delays, or cost overruns.

Supply & Inventory Monitoring
Review cleaner checklists and supply reports for each turnover.
Flag low stock, damages, or missing items to the Ops Manager.
Maintain updated digital inventory logs for each unit.

Administrative Support
Maintain digital property binders (unit SOPs, vendor lists, guest instructions).
Log expenses, invoices, and vendor receipts daily.
Update SOPs and checklists when processes change.

Qualifications
Prior VA in Short Term Rental market is required 2+ years experience with 20+ properties.
Strong written and spoken English communication skills.
Ability to multitask in fast-paced environments with high attention to detail.
Comfortable with STR tools (PMS, channel managers, Airbnb/VRBO dashboards).
Proactive problem solver who takes ownership of tasks.
Airbnb claims experience with claim documentation highly preferred open to additional compensation for skill.

Technology & Work Environment Requirements
Stable high-speed internet with at least one backup option (pocket Wi-Fi, hotspot, etc.).
Consistent electricity supply with backup power solution (UPS, generator, or similar).
Dedicated workspace free from distractions.
Equipment requirements:
Laptop or desktop with minimum specs (i5 processor or equivalent, 16GB RAM).
At least one additional monitor for multitasking.
Updated headset and webcam for clear communication.
Cell phone with WiFi capabilities (for calling guests/owners when needed)
Maintain system security and confidentiality (no shared accounts; VPN when required).
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