Virtual Assistant, Guest Support & Operations

Aria Property Management is seeking a dedicated Virtual Assistant to support guest communications and operations within the short-term rental hospitality sector. This full-time remote role involves acting as the primary contact for guests, coordinating with cleaning and maintenance teams, and ensuring smooth day-to-day property management. You will be instrumental in maintaining high-quality guest experiences by managing inquiries, scheduling turnovers, and handling administrative tasks, all while working within a collaborative and supportive team culture.

Key Responsibilities

Guest Communications (Messaging & Phone): Serve as the frontline contact for guest messages and calls, assisting with booking inquiries, check-in procedures, access instructions, and special requests. Promptly escalate urgent issues such as maintenance, safety concerns, or refund requests to the appropriate team members.

Guest Feedback, Reviews & Quality Assurance: Monitor and share guest reviews and feedback across internal channels. Conduct regular quality checks on active listings to identify inaccuracies and ensure marketing information remains current.

Cleaning & Turnover Coordination: Coordinate daily with contracted cleaning teams through communication platforms like WhatsApp and Slack. Manage turnover schedules, including early check-ins and late checkouts, and relay cleanliness feedback promptly. Provide troubleshooting resources to cleaning teams as needed.

Maintenance, Damage & Contractor Scheduling: Report maintenance issues or property damage discovered during turnovers or reported by guests. File damage claims and coordinate repair schedules with contractors. Schedule seasonal services such as snow removal, lawn care, plumbing, and electrical work. Communicate with snow plow operators and inform guests about arrival times and weather-related requirements.

Administration & Compliance: Register guests with local homeowners’ associations within required timelines. Monitor electricity rates and switch providers every 60–90 days to optimize costs. Manage quarterly state tax filings by submitting necessary documentation to local tax officials. Oversee supply inventory alongside the Head Cleaner, documenting received items with photos.

Systems & Standard Operating Procedures (SOPs): Utilize property management software, channel managers, and automated messaging tools. Develop, document, and update SOPs for repetitive administrative tasks using AI and video tools. Continuously refine workflows to improve operational efficiency.

Required Qualifications

- Minimum of 2 years’ experience in customer service or virtual assistance roles.
- Fluent written and spoken English with excellent communication skills.
- Reliable remote workstation equipped with backup internet and power sources to ensure uninterrupted work hours.

Preferred Qualifications and Benefits

- Experience in short-term rental management platforms such as Airbnb, VRBO, or Hospitable is highly desirable.

Why Join Aria Property Management?

- 100% remote work, allowing you to operate from your preferred home environment.
- Opportunity to directly impact guest experiences and contribute to operational improvements.
- Supportive team culture that values autonomy, celebrates achievements, and fosters continuous growth.
- Access to modern hospitality technology and AI tools, enhancing your professional skill set.

Aria Property Management is committed to creating an inclusive workplace and is an equal opportunity employer. The salary range for this position is $400 to $650 per month, reflecting the value placed on your contributions to the team and guest satisfaction.