GUEST SUPPORT VIRTUAL ASSISTANT

The Guest support VA will primarily provide exceptional support to guests staying at the client’s short-term rental properties. As the first point of contact for the guests, you will handle inquiries, resolve issues, and ensure smooth check-in and check-out processes, all while maintaining high standards of customer service. This role requires a reliable, proactive individual who can manage tasks independently and communicate effectively with guests, vendors, and the management team.


DUTIES & RESPONSIBILITIES

Guest Support Tasks

1. Guest Communication & Support
? Respond to guest inquiries via email, phone, or chat promptly and professionally.
? Assist guests with booking modifications, check-in/check-out instructions, and property information.
? Address guest concerns and resolve issues in real time, ensuring a positive guest experience.
? Manage guest reviews and provide follow-up on feedback, as needed.

2. Booking Management & Coordination
? Confirm reservations and manage booking calendars across multiple platforms (e.g., Airbnb, Upgrade to see actual info).
? Coordinate with housekeeping and maintenance teams to ensure properties are ready for guest arrivals.
? Update booking statuses, block dates when necessary, and communicate any last-minute changes.

Property Management Tasks
? Manage and update property listings with accurate descriptions, amenities, and photos.
? Conduct routine audits to ensure listings are current, relevant, and optimized.
? Coordinate with cleaning and maintenance teams if there’s a need to do routine and emergency maintenance work for a property.
?Assist in developing and updating Standard Operating Procedures (SOPs) for guest support processes.


KNOWLEDGE OR SKILLS NEEDED

? Excellent English communication skills
? Good sense of urgency especially in responding to messages
? Highly organized
? Proactive and efficient
? Customer service mindset
? Fast learner
? Able to learn to navigate software/tools independently
? Customer service background is preferred

TOOLS NEEDED

? Customer support email
? Notion
? Hostaway
? Operto
? Minut
? Slack
? Dialpad


RATE: $4 per hour starting rate and increase after probation period to $5.

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