Short Term Rental Virtual Assistant

• UPDATE** : Your application will not be considered without prior short term rental industry experience. Airbnb support ambassador experience is definitely favored but certainly not required.

Role Summary

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.

Availibility

We are looking to have a shift from 4pm to 8pm PST and possibly later. Monday and Friday.

We are also looking for a shift 10am to 7pm PST on Saturday and Sunday

Compensation Compensation will start at $3 an hour during the probationary period. Upon official acceptance into our company, we will raise you to $3.5 an hour. If performance is spectacular/extarordinary the rate can be raised immediately to $4 an hour. Performance will be assessed again in 6-12 months for an additional raise. We do this to promote a culture of excellence and really compensate for good performance. Our business requires we provide 100% of our efforts to making the guest experience wonderful and our tea ———- mbers must exemplify that.

Core 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)

You will fully own the maintenance workflow without requiring additional internal staffing or owner attention:

Receive guest maintenance requests and immediately log them in our task software with complete details.

Schedule the correct maintenance vendor/cleaning tea ———- mber, confirm availability, and confirm appointment time with the guest.

Follow up with maintenance tea ———- mbers 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 tea ———- mbers 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.

Required Experience 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.

Required 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.

HOSTAWAY, AIRBNB CHATGPT, GEMINI, ———- , QUO (openphone)

Reliability & Attendance Policy (S…