Position Summary
We are looking for a highly organized and service-driven Guest Services and Operations Virtual Assistant to support a premium short-term vacation rental business. This role is responsible for managing guest communication, coordinating check-ins and check-outs, overseeing same-day turnovers, handling operational issues, and ensuring guests receive prompt, warm, and professional support throughout their stay.
The ideal candidate is calm under pressure, detail-oriented, solution-focused, and comfortable taking full ownership of day-to-day operations with minimal supervision. This role directly impacts guest satisfaction, operational efficiency, and overall service quality.
In addition to guest-facing responsibilities, this role requires strong follow-through with housekeeping and maintenance teams, sound judgment in managing same-day turnovers, and the ability to proactively ensure smooth operations and positive guest experiences.
Job Details
Work Arrangement: Work from Home
Schedule: Split shift aligned to Hawaii peak guest support hours
- Hawaii Time: Monday to Friday | 7:00 AM to 11:00 AM and 4:00 PM to 8:00 PM
- Manila Time: Tuesday to Saturday | 1:00 AM to 5:00 AM and 10:00 AM to 2:00 PM
Holiday Schedule: Will follow major US Holidays
Responsibilities
Guest Communication & Experience
- Manage guest communication across active reservations and respond promptly to inquiries, requests, and concerns
- Provide clear, warm, and reassuring communication, especially during delays or service disruptions
- Support guest check-ins and check-outs, including handling early/late requests within guidelines
- Assist guests with access issues, navigation, gate entry, parking, and property-related concerns
- Ensure all guests receive complete and accurate pre-arrival information (instructions, codes, directions, parking, etc.)
- Monitor pre-arrival completion steps and proactively follow up with guests who have not completed required check-in requirements
Operations & Turnover Management
- Oversee same-day turnovers and exercise strong judgment in identifying and addressing potential delays
- Communicate realistic check-in timelines to guests when necessary to manage expectations
- Coordinate closely with housekeeping to ensure turnovers are completed on time and to standard
- Follow through on all housekeeping and maintenance tasks—not just assigning, but confirming acknowledgment, tracking progress, and ensuring completion
Housekeeping & Maintenance Coordination
- Communicate special cleaning requirements, damage reports, missing items, and maintenance issues
- Ensure all issues are acknowledged, timelines are confirmed, and updates are tracked through resolution
- Log and document all maintenance concerns, guest complaints, and operational issues requiring follow-up
- Provide timely updates and reassurance to guests during cleaning or repair delays
Daily Operations Oversight
- Review overnight messages, new bookings, reservation changes, and guest inquiries
- Maintain strong awareness of property status, including arrivals, departures, and ongoing issues
- Develop familiarity with property-specific details, including access procedures, parking, and unique property requirements
Systems & Tools
- Utilize property management systems (e.g., Hostaway) to manage reservations, guest communication, and operational workflows
- Adapt quickly to internal tools and communication platforms (e.g., Slack or similar systems) to ensure seamless coordination with the team
- Support phone-based guest communication where calls may be routed during active shifts
Judgment & Escalation
- Operate independently and apply sound judgment in resolving issues
- Escalate only critical issues such as safety concerns, access failures without workaround, major system failures, or guest escalation risks
Qualifications
- Strong written and verbal English communication skills
- Experience in customer service, hospitality, property management, virtual assistance, or operations coordination
- Ability to communicate warmly, professionally, and calmly under pressure
- Strong attention to detail with excellent task tracking and follow-through
- Proven ability to manage multiple priorities in fast-paced environments
- Strong problem-solving skills with a solution-oriented mindset
- Ability to work independently and make decisions within defined guidelines
- Willingness to work a split shift schedule aligned to Hawaii time
- Comfortable handling real-time guest support and operational coordination
- Tech-savvy and able to quickly learn new systems and tools
Nice to Have
- Experience in short-term rentals, vacation rentals, Airbnb, or hospitality operations
- Familiarity with property management systems such as Hostaway
- Experience coordinating with housekeeping, maintenance, or service vendors
- Background in handling guest complaints, service recovery, and issue logging
- Experience using communication tools such as Slack or similar platforms
- Exposure to phone-based guest support systems