Airbnb STR Remote Virtual Assistant

We are seeking an experienced Virtual Assistant to support the day-to-day operations of our fast-growing short-term rental management company. This is a hands-on, individual contributor role focused on guest communication, cleaning and maintenance coordination, administrative support, and timely completion of operational tasks.

The ideal candidate is proactive, detail-oriented, and comfortable handling multiple properties and competing priorities. You will be expected to take ownership of assigned tasks from start to finish, resolve routine issues independently, and communicate clearly when additional support or approval is needed.

Work Schedule
- Full-time, fully remote: 40 scheduled hours per week, 8 hours per day.
- Flexible with shift schedules: Morning shift: 8am - 4pm, Evening shift: 4pm - 12am, Admin shift: 10am - 6pm.
- You must be flexible with all the shift schedules, including weekends. The schedule follows U.S. Pacific Time.

Note that all assigned work must be completed personally. Delegating or outsourcing work to sub-VAs or other individuals is strictly prohibited.


Key Responsibilities
Guest Communication & Reservation Support
- Respond promptly and professionally to guest inquiries through Airbnb, Vrbo, ---------- , direct-booking channels, email, and phone.
- Support guests throughout their stay, including booking inquiries, check-in instructions, access issues, amenity questions, and checkout.
- Resolve routine guest concerns and complaints within established policies and approval limits. Escalate urgent, sensitive, or high-cost issues with a clear summary and recommended next steps.
- Review reservation details, calendars, and special requests to identify potential issues and ensure accurate information.
- Assist with guest reviews, damage claims, disputes, and platform support cases by gathering documentation and following up.

Cleaning, Maintenance & Vendor Coordination
- Coordinate cleaning schedules and confirm that properties are ready before guest arrival.
- Follow up with cleaners on completion status, turnover photos, missing supplies, and reported property issues.
- Contact and coordinate with maintenance technicians, handymen, landscapers, and other service providers.
- Source vendors, request quotes, confirm availability, and arrange approved services.
- Track cleaning and maintenance issues through completion, verify that the work has been completed, and keep relevant parties informed.

Administrative & Listing Support
- Create and update property listings, descriptions, photos, amenities, house rules, and check-in instructions as assigned.
- Maintain accurate property information, guest records, vendor contacts, and operational documentation.
- Complete assigned updates in Hostaway, PriceLabs, and OTA platforms according to established procedures.
- Monitor listing alerts, guest feedback, and account notifications; flag issues promptly and complete required follow-up.
- Assist with property onboarding and setup on additional booking channels by organizing information and completing assigned configuration tasks.

Task Ownership & Operational Follow-Through
- Manage your assigned inboxes, tickets, and task queues, prioritizing time-sensitive guest and property issues.
- Take ownership of tasks from initial request through confirmed resolution—not just forwarding messages or creating tickets.
- Maintain clear notes on actions taken, current status, deadlines, and next steps so others can follow the work without unnecessary back-and-forth.
- Provide end-of-shift updates covering completed tasks, unresolved issues, pending approvals, and follow-up needs.
- Follow company SOPs, flag gaps or recurring problems, and suggest practical improvements based on day-to-day experience.


Qualifications
- Proven hands-on experience supporting short-term rentals on Airbnb, Vrbo, ---------- , or similar platforms.
- Familiarity with STR PMS.
- Excellent written and spoken English, including confidence communicating with guests and vendors by phone.
- Experience coordinating cleaning, maintenance, or other property-related services.
- Strong organizational skills and attention to detail, with the ability to manage multiple properties, conversations, and deadlines.
- Sound judgment and problem-solving skills: able to handle routine issues independently, recognize urgency, and know when to escalate.
- Proactive, reliable, and accountable, with a strong habit of following up without repeated reminders.
- Comfortable working in a fast-paced environment and learning new software, tools, and procedures.
- Reliable high-speed internet, a suitable computer and headset, and a quiet workspace for guest and vendor calls.
- Ability to consistently work the required Pacific Time schedule and provide the stated standby availability.
How to Apply

Growth Opportunity
Top-performing Virtual Assistants may have the opportunity to advance into a VA Manager role as the company grows.

Please submit your application and complete every question in the application form. Only applicants who complete the full form will be considered.
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