Virtual Assistant for Airbnb/Vrbo Guest Communication & Support (Hospitality)

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. Apply To This Job