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TYPE OF WORK
Any
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SALARY
200
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HOURS PER WEEK
TBD
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DATE UPDATED
Oct 21, 2025
Virtual Assistant – Airbnb Guest Communications & Property Management
Job Type: Part-Time, Full-Time
Salary: Competitive, based on experience. Will run a trial period; after probation, automatic raise.
About Us
We are a small hospitality company managing and growing Airbnb properties. Our goal is to deliver a 5-star guest experience every time. We’re looking for a proactive and detail-oriented Virtual Assistant to join our team and handle guest communications, scheduling, and light operations support.
Responsibilities
- Guest Communication
- Respond promptly and professionally to all guest inquiries (pre-booking, during stay, post-stay).
- Handle requests for early check-in/late checkout, parking, amenities, etc.
- Provide clear instructions for check-in/check-out.
- Resolve guest concerns with empathy and problem-solving.
Reservation & Calendar Management
- Monitor and update Airbnb calendars across 6+ listings
- Coordinate cleaning schedules and turnovers.
- Track occupancy, guest reviews, and special requests.
Operations Support
- Communicate with cleaners, property manager, handymen, and local team when needed.
- Document guest issues and escalate to management when necessary.
- Ensure house rules and policies are clearly communicated to guests.
Reporting
- Maintain a log of guest communications and resolutions.
- Provide daily/weekly reports on guest satisfaction, reviews, and operations updates.
Requirements
- Minimum 1 year experience as an Airbnb/ VRBO short-term rental VA, property manager, or hospitality customer service role.
- Excellent written and spoken English (professional, warm, and solution-oriented tone).
- Strong organizational and multitasking skills – able to manage multiple properties simultaneously.
- Tech-savvy: must be familiar with Airbnb platform, Google Sheets, messaging apps, and project management tools.
- Ability to work independently, anticipate guest needs, and take initiative.
- Reliable internet connection and a quiet work environment.
Preferred (but not required)
- Experience with Turno, Hospitable, Hostaway, Guesty, or similar property management software.
- Background in hospitality or customer success.
- Flexibility to work weekends or rotating shifts.
Benefits
- Performance growth bonuses to 5-star reviews, fast response times, and guest satisfaction
- Paid training & onboarding
- Long-term stable role with growth opportunities
- Supportive team environment
REQUIRED: Answer these questions to the best of your ability:
PART 1: Guest Conflicts
Scenario 1 – Over-Occupancy + Safety Risk
“Hey, I know the listing says max 6 guests, but I have 10 family members with me. They’re only staying 1 night and won’t cause trouble. I hope that’s okay.”
? Draft your response.
Scenario 2 – Host Liability Issue
“We a
? Draft your response.
Scenario 3 – Noise Complaint / Neighbor Issue
“Your neighbor came to the door complaining about noise, but we weren’t even loud. Can you please handle this? I don’t want anyone bothering us again.”
? Draft your response.
Scenario 4 – Unavailable Early Check-in
“I already arrived in the city and I’m exhausted. I really need to check in early. Please approve 12PM check-in.”
? Draft your response even if early check-in is not possible.
Scenario 5 – Policy-Breaking Guest + Safety Concern
“Hey, we brought our small dog. He’s quiet and trained so there won’t be any issues.”
? Draft your response even though the guest didn't pay the pet fee.
Scenario 6 – Last-Minute Maintenance Emergency
“There’s water leaking under the bathroom sink. It’s getting worse.”
? Draft your response including immediate steps.
Scenario 7 - “Hi, I a
? Draft your response including immediate steps.
PART 2: Communications
Answer the following in your own words. This section helps us understand your communication style, tone, and writing clarity.
1. Why do you want to work in Airbnb hospitality and guest experience?
2. How would you describe your communication style in 3 words?
3. What does good customer service mean to you?
4. Tell me about a time you solved a problem without being asked.
5. A guest is upset but wrong. How do you handle it professionally?
6. Rewrite this message to sound professional and friendly: “The cleaner is late. You need to wait 30 minutes.”
7. Write a short welcome message you would send to a new guest. (3–4 sentences)
8. What makes you different from other VAs applying?
