Job Description

Guest Communication & Booking Management

• Monitor Airbnb, WhatsApp, email, and other communication channels during assigned hours.
• Respond to guest inquiries using approved templates and professional English.
• Assist with check-in instructions, access, Wi-Fi, parking, house rules, and general questions.
• Maintain a running to-do list for open guest items and escalate complex or sensitive matters to management.

Daily Scheduling & Task Creation

• Update the master calendar for check-ins, check-outs, cleaning, maintenance, and follow-up tasks.
• Create task reminders for the local team and confirm required actions before guest arrival.
• Flag upcoming high-risk bookings, tight turnovers, late check-outs, early check-ins, or unresolved issues.

Cleaning, Quality Control & Issue Tracking

• Log guest complaints, cleaning issues, maintenance requests, supporting photos, and action notes.
• Request after-clean photos, chase missing images, and confirm completion updates from the local team.
• Track unresolved issues until closed and escalate urgent access, cleaning, leak, heat, hot-water, safety, or review-risk matters.

Data, Documents & Administration

• Organize invoices, receipts, photos, booking documents, property files, and vendor records.
• Check basic invoice totals and flag missing information, unclear charges, or incomplete backup.
• Maintain spreadsheets for issues, contacts, vendors, maintenance, cleaning, and weekly summaries.
• Support long-term rental administration by tracking tenant issues and organizing lease/property records.

Calls & Business Support

• Handle approved calls or follow-up calls with guests, cleaners, vendors, or service providers when required.
• Prepare simple contact lists for service providers, referral sources, and business contacts.
• Send approved follow-up messages and track outreach responses when assigned.

Weekly / Monthly Admin

• Prepare a weekly report covering guest issues, cleaning, maintenance, unresolved items, invoices, and priorities.
• Assist with booking confirmations, subcontractor invoice checks, document updates, and other admin tasks as the business grows.

Job Requirements

• Fluent written and spoken English with a confident, professional customer-service tone.
• Experience in virtual assistance, operations, property management, hospitality, Airbnb, cleaning coordination, call center, or administration is preferred.
• High attention to detail and ability to work with minimal supervision.
• Strong Google Workspace / MS Office skills; familiarity with Airbnb, WhatsApp, CRM/task systems, or similar platforms is an advantage.
• Reliable computer and stable internet connection; backup internet is preferred.
• Accounting, bookkeeping, invoice checking, or admin finance background is an asset.