Virtual Assistant/Customer Support Representative for Short Term Rental/Airbnb Management

About the Role: We are in search of an inspiring and collaborative Virtual Assistant who will embody our core values as they support our Airbnb and short-term rental properties. This role requires handling reservations, guest communication, calendar management, pricing optimization, and ensuring a smooth experience for guests. We are striving to building trust through transparency and commitment, working collaboratively for success, fostering an atmosphere of continuous learning, embracing inclusivity and diversity, delivering impactful results, and promoting well-being and satisfaction within our team and for our guests.

Responsibilities:
Guest Communication & Support:
• Respond promptly to guest enquiries and messages across Airbnb, Upgrade to see actual info and other OTA’s, delivering impactful and high-quality customer service before, during, and after their stay.
• Manage and update all short-term rental channels, to deliver a consistent follow-through handling booking requests, cancellations, and modifications.
• Provide check-in/check-out instructions and address any guest concerns.
• Conduct mid-stay calls to guests, enhancing guest satisfaction and building stronger relationships.
• Manage guest reviews and maintain a positive host rating
Listing & Calendar Management:
• Update and optimize property listings with accurate descriptions and high-quality images.
• Manage availability and synchronize calendars to prevent double bookings.
• Adjust pricing strategies based on demand, seasonality, and competitor analysis.
Operations & Coordination:
• Diary management, coordinating bookings, enquiries, and administrative tasks
• Scheduling and coordinating housekeeping and maintenance services.
• Monitor guest check-ins and check-outs to ensure a seamless experience
• Maintain documentation including video recording to deliver high-quality content and update processes, maintaining transparency, and contributing to the company handbook
Reporting & Optimization:
• Track occupancy rates, revenue, and booking trends.
• Provide regular reports on performance and suggest improvements.
• Stay updated on Airbnb and Upgrade to see actual info policies and best practices.
Required Skills and Experience:
• Prior experience in a customer service role, preferably within the hospitality industry with Airbnb, Upgrade to see actual info, or other short-term rental platforms familiar with uplisting, pricelabs or other similar platforms.
• Proficiency in English, both written and verbal.
• Ability to multitask and work independently with minimal supervision.
• Strong organisational skills, delivering results with speed and adaptability.
• Excellent problem-solving skills, with a proactive approach rooted in continuous learning.
• Strong communication skills and the ability to work in a diverse, team-oriented environment.
• Tech-savvy with the ability to quickly learn new software and tools.
• Reliable internet connection and availability to respond to guest enquiries promptly.
Desirable Skills:
• Experience in accounts reconciliation.
• Proficiency in managing social media platforms.
• Prior experience in marketing.
• Experience in event organising and calendar management.
• Ability to handle direct inquiries with a focus on building trust and satisfaction.
• Familiarity with Property Management Systems (PMS) tech stack.

Working Hours:
The role consist of 40 hours per week (time to be confirmed) and our office hours are between 09:00-22:00 GMT (Weekend and holiday coverage included) Experience in the Hospitality industry itself is not essential (but would be looked upon favourably) as full training will be given.

Please only get in touch if you are looking for a career

We look forward to hearing from someone excited to bring value to the company and who has the vision and commitment to be able to grow with us. we believe in the power of trust, collaboration, and continuous learning. If you’re someone who shares these values and brings a positive, inspiring energy to our team, we would love to hear from you!


Please apply through this OnlineJobs/Upwork.