Virtual Assistant (Guest Communications)

Job Description

Apply Here: ----------

Position

Full Time Virtual Assistant – Guest Communications
Location: Remote
Type: Full time
Hours: Monday to Friday, flexible, typically 9 to 5
Start Date: ASAP

Who We Are

We are a small, focused, results driven team. This is not a corporate environment. If you are someone who takes initiative, communicates clearly, solves problems quickly, and helps operations run smoothly, you will fit in well.

About the Role

You will play a key role in managing day to day guest communication across our portfolio. This includes replying to enquiries, handling guest questions, supporting check ins and check outs, resolving issues during stays, and making sure every guest has a smooth and professional experience.

This is an operations focused role where strong communication, attention to detail, and good judgement matter a lot.

Key Responsibilities

Guest Communication (Primary focus)

* Respond to guest messages quickly and professionally across Airbnb, ---------- , direct booking channels, and WhatsApp
* Support guests before, during, and after their stay
* Answer questions around check in, check out, parking, access, house rules, WiFi, and local information
* Help guests with any issues during their stay and escalate where needed
* Keep communication clear, polite, and solution focused at all times

Issue Resolution & Coordination

* Handle guest issues such as access problems, maintenance concerns, cleaner issues, noise complaints, and late check outs
* Coordinate with cleaners, maintenance teams, and internal staff to resolve problems quickly
* Escalate urgent issues appropriately and keep guests updated until resolved
* Help reduce negative reviews by dealing with issues calmly and proactively

Operational Admin

* Log guest issues, outcomes, and follow ups in Notion and other internal systems
* Keep booking notes and property information accurate and updated
* Support smooth handovers between guests, cleaners, and operations
* Help track recurring guest issues so systems can be improved over time

You’ll Succeed in This Role If You

* Are confident using Notion, Gmail, Google Sheets, Slack, and booking platforms
* Can write clear, professional, error free messages
* Stay calm under pressure and handle problems well
* Have strong attention to detail
* Work proactively and communicate well with a small team
* Take ownership and follow through on issues until they are resolved

Nice to Have

* Experience in serviced accommodation, hospitality, property, or customer support
* Experience handling guest messaging on Airbnb or ----------
* Confidence coordinating with cleaners and maintenance teams
* Strong organisational skills and ability to manage multiple conversations at once