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 industry. This role requires the candidate to be based in Lahore for on-site training if necessary, with the flexibility to work full-time remotely thereafter. The Virtual Assistant will be a vital part of the team, acting as the primary contact for guests while coordinating with cleaners, contractors, and on-site personnel to ensure seamless operations and exceptional guest experiences.

Key Responsibilities

Guest Communications (Messaging & Phone): Serve as the frontline contact for guest inquiries across multiple platforms. Assist with booking questions, check-in procedures, access instructions, and special requests. Escalate urgent matters such as maintenance issues, safety concerns, or refund requests to the appropriate team members promptly.

Guest Feedback, Reviews & Quality Assurance: Monitor and share guest reviews and feedback with the team. Conduct regular quality checks on active listings from a guest’s perspective to identify inaccuracies and ensure marketing details remain current.

Cleaning & Turnover Coordination: Liaise daily with contracted cleaning teams via communication tools like WhatsApp and Slack. Manage turnover schedules, including handling early check-ins and late checkouts. Relay cleanliness feedback immediately to cleaning teams and provide troubleshooting resources such as instructional videos or manuals when needed.

Maintenance, Damage & Contractor Scheduling: Report maintenance problems or property damage discovered during turnovers or reported by guests. Coordinate repair schedules and file damage claims with contractors. Manage seasonal contractor scheduling for services such as snow removal, lawn care, plumbing, and electrical work. Communicate relevant updates to guests regarding weather conditions and service timings.

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

Systems & Standard Operating Procedures (SOPs): Utilize property management software, channel managers, and automated messaging platforms efficiently. Develop, document, and update SOPs for routine administrative tasks using AI tools and video platforms. 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 verified 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 base plus up to $150 in performance-based incentives.
- Fully remote work environment after initial on-site training, allowing flexibility and comfort.
- Opportunity to directly impact guest experience and contribute to operational improvements.
- Supportive and collaborative company culture that values autonomy and continuous growth.
- Exposure to modern hospitality technology and AI tools for professional development.

Aria Property Management embraces equal opportunity employment and encourages candidates who are proactive problem-solvers, fast learners, and reliable planners to apply. The ideal candidate maintains a robust remote setup, including primary and backup internet connections and power sources, ensuring consistent availability during shifts. Extended vacation requests are accommodated during slower business periods.

This role offers a unique chance to join a warm, team-oriented company dedicated to delivering thoughtful hospitality experiences.