Airbnb Guest Communications Specialist

We are looking for a highly reliable and detail-oriented Virtual Assistant to manage guest communication for short-term rental properties. This role is critical in ensuring smooth operations, excellent guest experience, and strong review performance.

You will be responsible for handling guest messages, resolving issues proactively, and maintaining a professional and calm tone at all times.

• Respond to guest messages promptly (pre-booking, during stay, and post-checkout)
• Manage inquiries, booking requests, and reservation details
• Handle guest complaints, refund requests, and conflict resolution professionally
• Coordinate with cleaners and maintenance teams
• Provide clear check-in/check-out instructions and support
• Monitor reservations, calendars, and potential issues before they escape
• Follow communication SOPs and escalation protocols
• Ensure a consistent 5-star guest experience across all interactions

• Advanced English (Speaking, Writing, and Reading skills) — non-negotiable
• Proven experience in Airbnb or short-term rental guest communication
• Strong problem-solving and critical thinking skills
• Ability to handle difficult guests calmly and professionally
• Excellent time management and ability to multitask
• High attention to detail and operational awareness
• Reliable internet connection and availability to respond quickly

• Experience using Airbnb, VRBO, or  platforms
• Familiarity with our Property Management Systems (Stream Line)
• If unfamiliar with Stream Line, knowledge of other PMS (Hostaway, Guesty, Hospitable, etc.) is required.
• Experience working with U.S.
  
  -based clients
• Background in customer service, hospitality, or operations
• Remote position
• Availability for flexible shifts (night hours, weekends, and holidays)
• Fast response times (ideally under 5–10 minutes during shift)
• Ability to follow structured workflows and continuously improve

• Response time to guest messages
• Guest satisfaction and review ratings
• Resolution time for issues and complaints
• Accuracy and clarity of communication
• Ability to prevent escalations

• Ownership and accountability
• Clear and effective communication
• Proactive thinking (not reactive work)