Virtual Assistant – Guest Relations & Operations

Company: Airhosts

Location: Remote

Type: Full-time, 9:00 AM to 5:00 PM UK hours

Reports to: Founder / Operations Lead

Probation: 3 months

About Airhosts

Airhosts is a fast-growing short-let property management company operating across London and nearby areas, seeking a reliable and organized Virtual Assistant. This remote, full-time position requires significant overlap with UK working hours to ensure smooth coordination with guests and internal teams.

About the role

We're looking for a reliable, organised Virtual Assistant to take ownership of guest communications, cleaner coordination, and general admin support. This is a hands-on operational role, not a scripted call centre position. You'll be the first point of contact for guests before, during, and after their stay, and you'll help keep our cleaning schedule running smoothly behind the scenes.

This role is ideal for someone who wants to grow with a fast-moving business. Full training will be provided on our systems, tools, and processes. As we scale, there is real scope to progress into a Senior Virtual Assistant role, and eventually Head of Staff, helping train and manage future hires.

The Virtual Assistant will act as the first point of contact for guests throughout their stay, managing all communications, coordinating cleaning schedules, and providing essential administrative support.

This hands-on operational role demands exceptional multitasking and organizational skills, as well as the ability to work independently and proactively solve issues. Full training will be provided on Airhosts’ systems, tools, and processes, offering an excellent opportunity for career growth within the company.

The ideal candidate has at least two years of experience in customer service, administrative functions, or virtual assistance, and possesses strong written and verbal English communication skills.

This role does not currently involve managing a team but presents a clear path for professional development, including progression to Senior Virtual Assistant and eventually Head of Staff. The Virtual Assistant will support guest inquiries across multiple online travel agencies and direct channels, ensure efficient cleaning operations, and maintain backend administrative tasks to facilitate seamless business operations.

• Respond promptly and professionally to guest inquiries via Airbnb, Booking.com, and direct communication channels, providing accurate information regarding check-in, check-out, house rules, and general queries.

• Manage guest communications with confidence, including answering phone calls, handling complaints, and escalating issues as necessary to maintain high customer satisfaction.

• Coordinate cleaning schedules by confirming property readiness with cleaners, flagging delays or issues immediately, and ensuring turnover processes run smoothly across multiple properties.

• Maintain and organize cleaning calendars, liaising efficiently between guests, cleaners, and the wider team to optimize operational flow during tight scheduling periods.

• Perform calendar management across various properties and platforms, ensuring all bookings, cleanings, and related tasks are accurately recorded and monitored.

• Handle backend administrative duties, including data entry, updating spreadsheets, basic reporting, and supporting landlord and guest documentation management.

• Act independently with strong judgment to identify and flag operational issues proactively without waiting for direction.

• Support ad hoc tasks and projects as required to assist ongoing business operations and growth initiatives.

• Maintain a professional and trustworthy representation of Airhosts in all guest and stakeholder interactions.

• Participate in full training programs to develop knowledge of Airhosts’ systems and processes and apply best practices in daily operations.

• Contribute positively to the team environment, embracing a fast-moving business culture and preparing for potential advancement opportunities.