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Virtual Assistant – Guest Experience Operator (Customer Care) | Short-Term Rentals
Location: Remote
Type: Full-Time Virtual Assistant
Role Overview
We are hiring Guest Experience Operators to manage guest messaging, reservation support, listing updates, and issue resolution across multiple communication channels. This role is ideal for someone who is warm, calm under pressure, highly detail-oriented, and confident communicating at a native level.
Key Responsibilities
Manage guest communications across platforms (inbox, SMS, email, and calls as needed)
Respond quickly and professionally to guest inquiries, requests, and issues
Support reservations, stay instructions, check-in/check-out guidance, and troubleshooting
De-escalate complaints and turn negative situations into positive outcomes
Coordinate with internal teams (maintenance, cleaning, operations) to resolve issues efficiently
Update listings and guest-facing instructions to reduce repeat questions and friction
Document guest issues, preferences, and follow-ups for team continuity
Maintain response-time standards and high guest satisfaction scores
Required Qualifications (Must-Have)
C2-level English proficiency (native-level speaking and writing)
Warm, professional, and empathetic communication style
Strong customer service mindset with proven de-escalation and problem-solving skills
Ability to manage multiple conversations simultaneously without missing details
Reliable internet, quiet workspace, and confidence handling phone calls
Preferred Qualifications
Experience in hospitality, customer support, or the travel industry
Short-term rental guest communication experience (Airbnb, VRBO, Booking.com)
Familiarity with SOP-driven operations and structured ticket or task-tracking systems
