Short Term Rental Virtual Assistant

About the Role

This role supports daily operations for a short-term rental management business. It requires organization, precision, accuracy, and strong time management. While there may be occasional slow periods, this is not a “chill” job. The company’s reputation is at stake in every guest interaction, message, and phone call. This position is for someone who can operate autonomously, think critically, and consistently protect the guest experience to earn 5-star reviews.

Prior short-term rental industry experience is required; Airbnb support ambassador experience is favored but not required.

Responsibilities

• Guest Messaging + Customer Service (Primary)
  • Monitor and respond to guest inquiries and active-stay messages with a professional, upbeat tone.
  • Create real human interactions through the app—guests should feel supported, not automated.
  • De-escalate issues calmly, set expectations, and drive solutions that protect guest satisfaction and reviews.
  • Prioritize messages correctly (urgent vs. non-urgent) and escalate only when required by SOP.
• Maintenance & Issue Resolution (End-to-End Ownership)
  • Fully own the maintenance workflow without requiring additional internal staffing or owner attention.
  • Receive guest maintenance requests and immediately log them in task software with complete details.
  • Schedule the correct maintenance vendor/cleaning team, confirm availability, and confirm appointment time with the guest.
  • Follow up with maintenance team members before arrival and ensure they understand requirements.
  • Require photo documentation before/after (or proof of completion) and ensure the task is closed properly.
  • Communicate proactively with guests throughout so the process runs autonomously.
  • Sloppy scheduling, lack of follow-up, and missed coordination will not be tolerated.
• Phone Calls (Required)
  • Call guests when appropriate (urgent issues, clarifications, service recovery).
  • Call maintenance team members to schedule, confirm, and resolve issues.
  • Messaging/texting is a large part of the job, but texting-only is not allowed.
• Message Monitoring Standards (Non-Negotiable)
  • Messages must be checked every 30 minutes during your shift (set an alarm if needed).
  • New inquiries should ideally receive a response within 10 minutes.
  • Ghosting guests for hours is unacceptable.

Requirements

• Prior work experience supporting Airbnb operations.
• Supervisor-level experience preferred (or equivalent responsibility managing escalations and team coordination).
• Strong ability to multitask across multiple conversations, issues, and timelines.

Skills & Traits

• Highly organized, detail-oriented, and reliable with time management.
• Clear, upbeat, professional communication style (written and verbal).
• Critical thinking: ability to filter low-importance messages from high-importance issues and act accordingly.
• Autonomous execution: learns quickly, follows SOPs, and handles issues end-to-end without reminders.
• Customer-experience mindset: the goal is not just completing tasks—it’s ensuring guests feel cared for and leave 5-star reviews.

Tools & Tech Requirements

• Reliable high-speed internet (required).
• Comfortable working across Airbnb, task software, and communication tools simultaneously.
• Ability to maintain organized notes, task logs, and timelines.
• Experience with Hostaway, Airbnb, ChatGPT, Gemini, Quo (OpenPhone), or similar tools.

Reliability & Attendance Policy

No-shows without legitimate, valid reasons will result in immediate termination. Reliability is mandatory. This role directly impacts guest experience and business reputation.

Schedule

• Monday and Friday: 4pm–8pm PST (possibly later).
• Saturday and Sunday: 10am–7pm PST.
• Overtime offered.
• Must maintain the 10-minute message-check standard for the full shift.

Pay

• Compensation starts at $3/hour during the probationary period.
• Upon official acceptance, pay increases to $3.5/hour.
• If performance is spectacular/extraordinary, the rate can be raised immediately to $4/hour.
• Performance will be assessed again in 6–12 months for an additional raise.