Virtual Assistant Lead – Guest Relations & Operations (High EQ Communicator)

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: TYPE OF WORK

Full Time

: SALARY

1000

: HOURS PER WEEK

60

: DATE UPDATED

Apr 2, 2026

JOB OVERVIEW

We’re seeking a Virtual Assistant Lead with outstanding communication skills and emotional intelligence to oversee guest interactions and virtual operations for our expanding short?term rental business. This role is perfect for someone who takes pride in delivering white?glove hospitality, thrives under pressure, and can confidently step in to resolve issues in real time.

You’ll be the first point of contact for guests—handling inquiries, coordinating with internal teams, and ensuring every stay feels effortless. You’ll also lead and mentor a small team of virtual assistants while continuously optimizing systems and workflows as we scale.

Key Responsibilities:
- Manage the complete guest journey from inquiry to checkout, ensuring seamless communication and follow?up.
- Respond immediately to guest questions or issues through calls and messaging, maintaining professionalism and warmth at every touchpoint.
- Proactively de?escalate conflicts and address concerns with empathy, confidence, and creative problem?solving to ensure guest satisfaction.
- Coordinate closely with property management and cleaning teams, confirming turnovers, maintenance requests, and guest readiness.
- Call guests directly when needed to quickly clarify misunderstandings, resolve issues, and deliver personalized support.
- Turn negative experiences into positive reviews through sincere communication and thoughtful recovery actions.
- Lead, train, and oversee other virtual assistants to maintain consistency and accountability across guest communication and daily operations.
- Document and refine SOPs for communication, issue resolution, and operational flow to improve speed and accuracy.
- Identify operational bottlenecks and recommend improvements for pricing, scheduling, and workflow management.
- Provide exceptional customer service across all interactions—courteous, dependable, and solution?focused.
- Support light social media management and general administrative tasks as needed.

Requirements:
- Experience in short?term rental management (Airbnb, VRBO, ---------- , or similar).
- High emotional intelligence with a genuine passion for customer care and hospitality.
- EXCELLENT English communication skills, both written and verbal; neutral accent required
- Confident on the phone—comfortable calling guests and handling delicate or time?sensitive situations calmly and professionally.
- Proven ability to resolve guest issues quickly and empathetically, ensuring their experience ends positively.
- Leadership experience in managing a small virtual team and maintaining accountability.
- Highly organized, proactive, and detail?oriented, with strong problem?solving abilities.
- Tech?savvy across platforms used in hospitality (messaging tools, property management systems, and calendars).
- Reliable home workstation setup: computer, stable internet, monitor, and noise?canceling headset.
- Positive attitude, flexibility, and strong work ethic with a focus on service excellence.

Growth Opportunity:
This is a long?term position with room to grow into Operations or Regional roles as we expand. The right candidate will play a key part in shaping our guest operations standards and internal systems.

To apply, please submit: (applications will not be considered if both are not sent)
1. Your resume or CV
2. A short English voice sample (1–2 minutes introducing yourself and describing why you’re ideal for this role)

SKILL REQUIREMENT

Communication Emotional Intelligence Problem Solving

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Virtual Assistant Lead – Guest Relations & Operations (High EQ Communicator)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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