Virtual Assistant Guest Operations
Airhosts
£ 200 • Published Date: • Remote
Description
We’re AirHosts, a short-term rental management company running a growing portfolio of up to 20 properties across London. We’re looking for an experienced, full-time remote Virtual Assistant to join our guest operations team.
WHAT YOU'LL DO
- Guest communications: handling enquiries, bookings, check-in/check-out coordination, and resolving issues promptly and professionally
- Cleaner coordination: scheduling and liaising with our cleaning team to ensure turnovers run smoothly between guests
- Calendar management: keeping bookings, availability and blocks accurate and in sync across all channels
- Listing optimisation: improving listing content, pricing and visibility to maximise bookings and revenue
- Review management: monitoring and responding to guest reviews, protecting and building our reputation
- General customer service: being the first point of contact for guests and resolving day-to-day issues
WHAT WE'RE LOOKING FOR
- Previous experience in a similar guest operations / property management / VA role is required
- Experience with a Property Management System (PMS). Zeevou preferred but not mandatory
- Comfortable using tools such as PriceLabs, Airbnb host tools, and Booking.com extranet
- Fluent in English (written and spoken)
- Available on WhatsApp for day-to-day communication
- Able to work 12pm to 8pm UK time, full-time
- Reliable own laptop and internet connection required
ROLE DETAILS
- Type: Full-time, remote
- Hours: 12pm - 8pm UK time
- Salary: Competitive, based on experience
- Probation period: 6 months, with performance reviewed every 6 months thereafter
- Start date: ASAP
Responsibilities
- Manage guest communications by promptly and professionally handling enquiries, booking requests, check-ins, check-outs, and resolving guest issues to the highest standard of hospitality.
- Coordinate with cleaning teams to schedule turnovers ensuring all properties are prepared and cleaned timely for incoming guests, thereby maintaining high property standards.
- Maintain and synchronize property booking calendars, availability, and block dates across multiple booking channels to avoid conflicts and optimize occupancy.
- Optimize property listings including enhancing descriptions, updating photos, adjusting pricing strategies through tools like PriceLabs, and ensuring high visibility to increase booking conversion rates.
- Monitor and respond to guest reviews, addressing feedback to uphold and enhance Airhosts’ reputation and build strong guest relationships.
- Serve as the primary point of contact for guests, providing excellent customer service by promptly addressing day-to-day inquiries and problems.
- Utilize property management systems (preferably Zeevou) and booking platforms to manage reservations and streamline guest operations efficiently.
- Maintain active communication via WhatsApp during working hours to facilitate seamless coordination with guests, cleaners, and internal teams.
- Ensure reliable and secure use of personal laptop and internet connection to support uninterrupted remote work.
- Adhere to company policies and quality standards, working autonomously while meeting performance benchmarks reviewed every six months during the probation and continued employment periods.
Experience
2 Years
Apply By
Required Skills
- cleaner coordination
- zeeveu
- Internet Connection
- reliable laptop
- English
- Property Management System
- Customer Service
- Review Management
- Listing Optimisation
- Calendar Management
- Guest communications
Nice to Have Skills
- Pricelabs
- Airbnb host tools
- Booking.com Extranet
- Time management
- Problem Solving
- Organizational Skills
- Multitasking
- Attention to detail