Guest Communications Specialist STR / Airbnb Operations - MUST have Short-Term Rental experience - Fixed UK Shift

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TYPE OF WORK

Full Time

SALARY

$4 an hour

HOURS PER WEEK

40

DATE UPDATED

Aug 14, 2026

JOB OVERVIEW

Operations Virtual Assistant - Short-Term Rental (Remote, UK Hours)

Hours: Full-time, 5 days a week, fixed shift: Friday to Tuesday, 8:00am to 4:00pm UK time (Sunday is a working day and is non-negotiable) · $4.00/hour, reviewed increase at three months tied to performance · Philippines-based, remote

DO NOT APPLY WITHOUT DIRECT SHORT-TERM RENTAL / AIRBNB EXPERIENCE.

Applications without STR experience will not be reviewed.

ABOUT US

Higgihaus runs a portfolio of aparthotels across Bristol and Cardiff in the UK. We have spent seven years building an operation that runs on tight systems, good data, and a small team that trusts each other. We are not a giant call centre and we never will be. We are a lean operations team that takes guest experience and operational quality seriously.

You would be joining our remote operations team, working alongside our existing operations VA on the evening shift, with a daily overlap hour for handover and team connection. You will be trained directly by the founder and supported as you find your feet. This is a genuine team, not a set of people who only ever clock on when someone else clocks off.

THE ROLE

This is a front-line guest operations role at its core. Your main job is to deliver brilliant, responsive guest communications and keep the operation running smoothly across your morning shift. Much of our routine guest messaging is already handled by automation, so this is not a high-volume copy-paste job. It is about handling the situations that need a real person: judgement calls, live problems during a guest's stay, escalations, the occasional phone call, and keeping guests happy when things do not go to plan.

You need to be a genuinely good communicator. Warm, clear, calm under pressure. That part is non-negotiable because it is the heart of the job.

Your morning shift is our quieter one. You will often be the only person online for the start of the shift. That means real responsibility from early on, and it means we need someone who can make a sensible call and explain their reasoning afterwards, rather than someone waiting to be told what to do.

WHAT YOU WILL DO

- Own guest communications across your shift: enquiries, in-stay issues, escalations from our AI comms system
- Handle live operational problems: lockouts, cleaning issues, maintenance coordination with our UK team
- Take the occasional guest phone call in clear, confident English
- Monitor and action the daily operations picture: arrivals, departures, flags from our automated reports
- Keep our systems accurate: Hostaway, Airtable records, task tracking
- Spot recurring problems and raise them with the fix, not just the complaint

WHAT WE NEED FROM YOU

- Direct short-term rental / Airbnb industry experience
- Impeccable written English and confident spoken English on the phone
- Comfortable and reliable on the fixed Friday to Tuesday, 8am to 4pm UK shift, every week, including Sunday
- Strong tech proficiency: quick to learn new software, comfortable with AI tools
- Experience with a PMS (Hostaway ideal), Airtable or Asana, and ideally PriceLabs or Wheelhouse
- A root-cause mindset: you dig into why a problem keeps happening
- Reliable home setup: fast internet and a backup plan for power or connection outages
- Full-time and exclusive: no other employers alongside this role

WHAT YOU GET

- A stable, long-term full-time role with a team that has operated for seven years
- Trained directly by the founder, with real investment in your development
- A fixed shift, so your body clock and your life outside work stay predictable
- Genuine growth path into revenue management, team lead, and AI automation upskilling for the right person
- A team culture built on trust and directness, not micromanagement

Available Friday to Tuesday, 8:00am to 4:00pm UK time, every week. This is a fixed shift, not flexible hours.

This role is exclusive. You cannot hold another client or role alongside it and is a contractual requirement.

What matters more than your tool list:

Judgement. You can tell the difference between a guest with a real problem and a guest trying it on, and you handle both without losing your temper or giving away money that is not yours.

Ownership. When something goes wrong at 8:15 and nobody is reachable, you act, then tell us what you did.
Curiosity about why. When something breaks, you want to know the cause, not just the workaround.

How to apply

Two steps. Applications missing either one will not be reviewed.

1. Complete the application form: ----------

2. Record and upload a one-minute video. The upload link is at the end of the form.

This does not need to be polished. Phone camera, no editing, no script read aloud. We want to hear how you actually speak.

In the video, answer this:

A guest is four nights into a six-night stay. They message you saying the property is filthy and they want a full refund. Tell me what you would do, and what you would say to them.

Speak to camera. One minute. First take is fine.

We do not review applications without a video. This is not a formality. Spoken communication is the core of this job, and we would rather assess it at the start than waste your time and ours.

YOU WILL NOT BE CONSIDERED IF YOU DO NOT SUBMIT A VIDEO.

DEADLINE: Monday 17th August 2026 for All applications

Please apply directly. We are not working with agencies for this role.

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