Virtual Assistant, Guest Support & Operations

Aria Property Management is seeking a dedicated Virtual Assistant to support guest communications and operations within the hospitality and short-term rental property management sector. This role is primarily remote but requires candidates to be based in Lahore for potential on-site training. The Virtual Assistant will act as the frontline contact for guests while coordinating seamlessly with cleaners, contractors, and on-site teams to ensure smooth operations and exceptional guest experiences. The position offers a unique opportunity to contribute directly to the success of a growing company that values warmth, teamwork, and attention to detail.

Key Responsibilities

Guest Communications (Messaging & Phone):
Serve as the primary contact for guest inquiries across multiple platforms. Assist with booking questions, check-in instructions, and special requests. Promptly escalate urgent issues such as maintenance, safety concerns, or refund requests to the relevant team leads.

Guest Feedback, Reviews & Quality Assurance:
Monitor and share guest reviews and feedback with internal teams. Conduct regular quality checks on active listings from a guest perspective to identify inaccuracies and ensure marketing information is current.

Cleaning & Turnover Coordination:
Coordinate daily with contracted cleaning teams using WhatsApp and Slack. Manage turnover schedules, including early check-ins and late checkouts. Relay guest feedback about cleanliness immediately and provide troubleshooting resources like how-to videos and FAQs to cleaning teams when needed.

Maintenance, Damage & Contractor Scheduling:
Report maintenance issues or property damage found during turnovers or reported by guests. File damage claims and coordinate repairs 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, weather conditions, and vehicle requirements.

Administration & Compliance:
Register guests with local HOAs within required timelines. Monitor electricity rates and switch providers every 60–90 days to optimize costs. Manage quarterly state tax filings by submitting tax licenses and income reports to local authorities. Oversee supply inventory with the Head Cleaner, documenting received items with photos.

Systems & Standard Operating Procedures (SOPs):
Use property management software, channel managers, and automated messaging platforms efficiently. Develop, document, and update SOPs for repetitive tasks using AI tools like ChatGPT and video tools such as Loom. Continuously refine SOPs to reflect evolving operational workflows.

Required Qualifications

- Minimum of 2 years’ experience in Customer Service or Virtual Assistance.
- Fluent written and spoken English with excellent communication skills.
- Reliable remote workstation equipped with backup internet and power sources to ensure uninterrupted shift coverage.

Preferred Qualifications and Benefits

- Experience in short-term rental management platforms such as Airbnb, VRBO, or Hospitable is highly desirable.
- Competitive salary range of $400-500 basic plus up to $150 in performance-based incentives.
- Fully remote work environment with flexibility to work from home.
- Opportunity to make a direct impact on guest experience and operational efficiency.
- Join a supportive team culture that values autonomy, celebrates successes, and fosters continuous improvement.
- Gain hands-on experience with modern hospitality technology and AI tools.
- Extended vacation periods allowed during slower seasons (October, November, early December, March, April, May).
- Reliable candidates are expected to maintain a stable internet connection with a primary Wi-Fi, secondary mobile hotspot, and backup power solutions to ensure 100% shift uptime.

Aria Property Management is committed to equal opportunity employment and encourages candidates who are proactive problem-solvers, fast learners, and effective planners to apply. This role offers a meaningful chance to contribute to a company where hospitality truly begins with heart.