We're a vacation rental property management company looking for a warm, empathetic Virtual Assistant to handle guest communication for our Airbnb and Vrbo listings. You'll be the friendly voice our guests interact with, so a genuine hospitality mindset and a high tolerance for stress are essential.
ABOUT THE ROLE
You'll be communicating directly with guests, so we need someone patient, kind, and unflappable even when guests are frustrated. This is a hospitality role first and foremost.
RESPONSIBILITIES
- Handle guest communication across Airbnb and Vrbo
- Accept and respond to inquiries and booking questions
- Troubleshoot guest issues and resolve them through chat where possible
- Schedule and coordinate for issue resolution that requires escalation (e.g., maintenance, cleaning, on-site help)
- Escalate pressing matters appropriately when they can't be resolved through chat
AVAILABILITY
- At least 5 days per week
- Minimum 8 hours per day
- You're welcome to work on other tasks during your shift, but guest messages always take priority
RESPONSE & RESOLUTION EXPECTATIONS
You will be assessed on your response time and resolution time:
- Respond to any guest message within 10 minutes while online
- Resolve basic guest issues / routine reach-outs within 20 minutes while on the clock
- For pressing matters, escalations, scheduling, or anything that can't be resolved through chat: resolve or move forward within 1 hour
WHO WE'RE LOOKING FOR
- Warm, empathetic, and genuinely caring communicator
- High tolerance for stress and difficult conversations
- Strong written English
- Reliable, responsive, and proactive
- Prior experience with Airbnb/Vrbo or hospitality/guest support is a big plus
COMPENSATION
$4-$5 per hour, depending on experience.
If you love helping people and can keep a calm, friendly tone under pressure, we'd love to hear from you. In your proposal, tell us briefly about your experience with guest communication and how you handle an upset guest.