Virtual Assistant Guest Operations

Airhosts

Multiple Cities, Pakistan

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Posted 5 hours ago Report Job

£. 200 - 200/Month

We’re AirHosts, a short-term rental management company running a growing portfolio of up to 20 properties across London. We’re looking for an experienced, full-time remote Virtual Assistant to join our guest operations team.

WHAT YOU'LL DO
- Guest communications: handling enquiries, bookings, check-in/check-out coordination, and resolving issues promptly and professionally
- Cleaner coordination: scheduling and liaising with our cleaning team to ensure turnovers run smoothly between guests
- Calendar management: keeping bookings, availability and blocks accurate and in sync across all channels
- Listing optimisation: improving listing content, pricing and visibility to maximise bookings and revenue
- Review management: monitoring and responding to guest reviews, protecting and building our reputation
- General customer service: being the first point of contact for guests and resolving day-to-day issues

WHAT WE'RE LOOKING FOR
- Previous experience in a similar guest operations / property management / VA role is required
- Experience with a Property Management System (PMS). Zeevou preferred but not mandatory
- Comfortable using tools such as PriceLabs, Airbnb host tools, and Booking.com extranet
- Fluent in English (written and spoken)
- Available on WhatsApp for day-to-day communication
- Able to work 12pm to 8pm UK time, full-time
- Reliable own laptop and internet connection required

ROLE DETAILS
- Type: Full-time, remote
- Hours: 12pm - 8pm UK time
- Salary: Competitive, based on experience
- Probation period: 6 months, with performance reviewed every 6 months thereafter
- Start date: ASAP

Responsibilities

Manage guest communications by promptly and professionally handling enquiries, booking requests, check-ins, check-outs, and resolving guest issues to the highest standard of hospitality.
Coordinate with cleaning teams to schedule turnovers ensuring all properties are prepared and cleaned timely for incoming guests, thereby maintaining high property standards.
Maintain and synchronize property booking calendars, availability, and block dates across multiple booking channels to avoid conflicts and optimize occupancy.
Optimize property listings including enhancing descriptions, updating photos, adjusting pricing strategies through tools like PriceLabs, and ensuring high visibility to increase booking conversion rates.
Monitor and respond to guest reviews, addressing feedback to uphold and enhance Airhosts’ reputation and build strong guest relationships.
Serve as the primary point of contact for guests, providing excellent customer service by promptly addressing day-to-day inquiries and problems.
Utilize property management systems (preferably Zeevou) and booking platforms to manage reservations and streamline guest operations efficiently.
Maintain active communication via WhatsApp during working hours to facilitate seamless coordination with guests, cleaners, and internal teams.
Ensure reliable and secure use of personal laptop and internet connection to support uninterrupted remote work.
Adhere to company policies and quality standards, working autonomously while meeting performance benchmarks reviewed every six months during the probation and continued employment periods.