Short term rental expert virtual assistant

Short-Term Rental Operations Specialist (Hostaway & OTA Expert)
Job Type
Contract / Full-Time / Part-Time (Flexible depending on needs)
Overview
We are seeking an experienced Short-Term Rental (STR) Operations Specialist to manage and optimize our vacation rental portfolio. The ideal candidate has strong experience with channel managers, OTA platforms, guest communication, and operational coordination including cleaning, maintenance, and damage claims.
This role requires someone highly organized, responsive, and knowledgeable in short-term rental systems, revenue channels, and guest experience.
Key Responsibilities
Channel & Listing Management
Manage listings through Hostaway.
Optimize and maintain listings across OTA platforms including:
Vrbo
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Expedia Group
Monitor and optimize visibility on Google Vacation Rentals.
Ensure pricing, availability, and listing content remain synchronized across channels.
Guest Communication
Manage guest inquiries, bookings, and support across all platforms.
Provide timely responses before, during, and after guest stays.
Handle guest issues, complaints, and special requests professionally.
Send automated and manual messages for check-in instructions, house rules, and reviews.
Financial & Payment Issues
Manage payment disputes and chargebacks from OTA platforms.
Work with platforms and payment processors to resolve disputes.
Track refunds, cancellations, and damage charges.
Operations Coordination
Coordinate cleaning schedules with cleaning teams between guest stays.
Manage maintenance requests and coordinate with vendors.
Ensure properties are guest-ready and operational.
Damage Claims & I ---------- Management
Document and manage guest damage claims.
Coordinate repairs and communicate with platforms or insurance when necessary.
Maintain i ---------- records and cost tracking.
Performance Monitoring
Track listing performance metrics (occupancy, ADR, reviews).
Recommend improvements for listing quality and guest experience.
Required Qualifications
2+ years experience in short-term rental or vacation rental management
Proven experience with Hostaway or similar channel manager
Strong knowledge of OTA platforms:
Vrbo
----------
Expedia Group
Experience managing guest communications at scale
Experience handling chargebacks and disputes
Ability to coordinate cleaning and maintenance teams remotely
Strong organization and problem-solving skills
Preferred Qualifications
Experience with dynamic pricing tools
Familiarity with Google Vacation Rentals distribution
Experience managing multiple properties (10+)
Knowledge of STR automation systems and SOPs
Key Skills
Channel management
Guest relations
STR operations
Vendor coordination
Damage claim management
Payment dispute resolution
Process automation
Success Metrics
Response time to guests
Occupancy rate improvements
Guest satisfaction and review scores
Operational issue resolution time
Chargeback resolution rate