Airbnb Virtual Assistant for Guest Relations and Company Tasks
π VIRTUAL ASSISTANT β AIRBNB GUEST EXPERIENCE & OPERATIONS
π Location: Remote
π Time Zone: AEST (Australian Eastern Standard Time)
πΌ Hours: Part-time, with increased availability required during peak periods
π‘ Industry: Short-Term Accommodation / Airbnb
π Start: ASAP
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π ABOUT THE ROLE
We are looking for a highly dependable, proactive and organised Virtual Assistant to support the day-to-day operations of a growing short-term accommodation business.
This role is ideal for someone who is hands-on, solutions-focused and able to take ownership rather than waiting to be told what to do.
We are looking for someone who can become a trusted part of the business β someone who can monitor what is happening across our properties, communicate with guests and our cleaning and maintenance teams, identify problems early, and follow issues through to resolution.
The goal is for you to keep the day-to-day operations running smoothly without the owner needing to constantly check in, follow up or remind you about tasks.
This is particularly important during November and December, when the business enters a busy peak period and the owner will be overseas. You must be comfortable working independently and maintaining a high level of responsiveness and organisation during this time.
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π KEY RESPONSIBILITIES
π¬ Guest Communication & Customer Service
β’ Manage guest inquiries and communications through Airbnb and other messaging platforms.
β’ Respond promptly, professionally and warmly to guests.
β’ Provide clear and helpful information before, during and after each stay.
β’ Handle guest requests, concerns and complaints calmly and professionally.
β’ Troubleshoot guest issues and take appropriate action without unnecessarily escalating everything to the owner.
β’ Create a positive guest experience while maintaining appropriate boundaries and business policies.
β’ Communicate with guests via text and phone when required.
β’ Identify potential issues before they become larger problems.
π§Ή Cleaning & Turnover Coordination
β’ Coordinate closely with the cleaning team to ensure properties are cleaned and prepared on schedule.
β’ Monitor upcoming check-ins and check-outs and ensure cleaning schedules are accurate.
β’ Promptly communicate changes to cleaners, including early check-ins, late check-outs, extensions and cancellations.
β’ Follow up with cleaners when tasks are incomplete or schedules change.
β’ Ensure cleaning issues raised by guests are addressed quickly.
β’ Help maintain accountability and good working relationships with the cleaning team.
β’ Ensure cleaning evidence and photos are provided when required.
π§ Maintenance & Property Operations
β’ Receive and triage maintenance and property issues reported by guests, cleaners or other parties.
β’ Report maintenance and damage issues promptly.
β’ Coordinate with tradespeople, building management, agents and other relevant parties.
β’ Manage in-house maintenance labour and coordinate access where required.
β’ Follow up on outstanding maintenance until the issue is resolved.
β’ Keep clear records of maintenance issues, actions taken and outcomes.
β’ Recognise urgent issues and escalate them appropriately.
β’ Take ownership of problems rather than simply passing them on.
π Organisation & Operations Management
β’ Monitor upcoming reservations and proactively identify anything requiring attention.
β’ Keep operational schedules and calendars accurate.
β’ Coordinate multiple parties simultaneously, including guests, cleaners, maintenance workers, agents and building management.
β’ Track outstanding tasks and follow up without being reminded.
β’ Ensure important information is communicated to the right person at the right time.
β’ Maintain organised records and systems.
β’ Use checklists, SOPs and existing systems consistently.
β’ Help improve systems and processes when you identify recurring issues or inefficiencies.
π» SYSTEMS & TECHNOLOGY
You will work across multiple platforms, including:
β’ Airbnb
β’ Hostaway
β’ Messaging and communication apps
β’ Google Workspace
β’ Notion
β’ ChatGPT and other AI tools
β’ Other operational tools as required
You should be comfortable learning new software and using AI tools such as ChatGPT to work more efficiently, draft communications, troubleshoot problems and improve processes.
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π THE PERSON WE'RE LOOKING FOR
We are looking for someone who is:
β Dependable
You do what you say you will do. If you commit to something, it gets done.
β Proactive
You don't wait for the owner to tell you every next step. You notice what needs to be done and take action.
β Highly organised
You can manage multiple properties, bookings, guests, cleaners and maintenance issues without losing track of details.
β Solutions-focused
When something goes wrong, your first instinct is to assess the situation, find a solution and communicate clearly, rather than simply sending the problem back to the owner.
β A strong communicator
You have excellent written and spoken English and know how to communicate professionally with guests, contractors and team members.
β Calm under pressure
You can manage busy periods, difficult guests and unexpected issues without becoming overwhelmed or reactive.
β Detail-oriented
Small details matter in short-term accommodation. You notice discrepancies in schedules, cleaning, guest instructions and property presentation.
β Independent
You are comfortable working remotely and making reasonable operational decisions within established guidelines.
β Accountable
If you make a mistake, you communicate it honestly, fix what you can and put measures in place to prevent it happening again.
β Good with people
You understand that maintaining good relationships with cleaners, contractors, building management and guests is an important part of the role.
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π ESSENTIAL REQUIREMENTS
β’ Previous experience working as an Airbnb / short-term accommodation VA, property management VA or in a similar customer service or operations role.
β’ Strong understanding of the Airbnb platform.
β’ Experience with Hostaway or willingness and ability to learn it quickly.
β’ Excellent written and spoken English.
β’ Strong customer service skills.
β’ Strong organisational and time-management skills.
β’ Ability to manage multiple tasks and competing priorities.
β’ Comfortable communicating via phone, text and messaging platforms.
β’ Comfortable using ChatGPT and other AI tools.
β’ Reliable internet connection and suitable remote-working setup.
β’ Availability aligned with AEST / Australian Eastern Time.
β’ Ability to work independently with minimal supervision.
β’ Ability to provide increased availability during November and December, including when the owner is overseas.
β’ Willingness to work during peak periods, weekends or outside standard hours when operationally required, with agreed expectations around availability.
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π― WHAT SUCCESS LOOKS LIKE
Success in this role means the owner doesn't have to constantly check whether things have been done.
You will know what is coming up, identify what needs attention, communicate with the relevant people, follow up on outstanding issues and keep operations moving.
For example:
π¬ A guest reports an issue
β You acknowledge the guest promptly
β Assess the problem
β Coordinate the appropriate person
β Keep the guest updated
β Follow up until resolved
β Document the outcome
β Escalate to the owner only when necessary
π§Ή A cleaner has not confirmed a turnover
β You notice it
β Follow up
β Resolve the scheduling issue
β Update the relevant systems
β Ensure the property is ready for the guest
π§ A maintenance issue is reported
β You assess urgency
β Contact the appropriate person
β Coordinate access
β Communicate with the guest
β Follow up
β Confirm completion
β Record the outcome
We are looking for someone who closes the loop.
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π PEAK SEASON REQUIREMENT β NOVEMBER & DECEMBER
This is particularly important.
The successful candidate must be dependable during November and December.
These are busy peak-season months, and the owner will be overseas for part of this period. We need someone who can confidently manage day-to-day guest communication and operational coordination without relying heavily on the owner.
You must be able to maintain consistent communication, monitor reservations and turnovers, coordinate cleaners and maintenance, and respond to unexpected issues promptly.
If you are someone who requires frequent reminders, close supervision or step-by-step instructions for routine tasks, this role will not be the right fit.
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π¦ DELIVERABLES
β’ Manage guest relations and inquiries.
β’ Provide prompt support and resolve guest issues.
β’ Communicate with guests and vendors via phone and text.
β’ Report and coordinate maintenance and damage issues.
β’ Manage in-house maintenance labour.
β’ Coordinate promptly with the cleaning team.
β’ Monitor upcoming bookings and operational requirements.
β’ Keep schedules and systems accurate and up to date.
β’ Follow up on outstanding tasks until completion.
β’ Maintain clear communication between all relevant parties.
β’ Escalate genuinely urgent or sensitive issues appropriately.
β’ Use AI and operational tools to improve efficiency.
β’ Maintain a high standard of guest experience and property operations.
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π HOW TO APPLY
Please provide:
1. A brief introduction about yourself and your previous experience.
2. Your experience working with Airbnb and/or short-term accommodation.
3. Your experience with Hostaway or similar property-management software.
4. Your usual AEST availability, including weekends.
5. Your availability during November and December.
6. An example of a difficult guest or operational problem you have handled and how you resolved it.
7. An example of a time you noticed a problem before someone had to tell you about it and what you did.
8. The AI tools you currently use and how you use ChatGPT in your work.
9. Your hourly rate and preferred working arrangement.
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π€ WHO WE'RE LOOKING FOR
We are looking for someone who wants to take ownership, not simply complete tasks.
If you are proactive, reliable, organised and genuinely enjoy making things run smoothly, we'd love to hear from you.
