Guest Services & Operations Virtual Assistant

Everly Vacation Homes is looking for a reliable, proactive Guest Services & Operations Virtual Assistant to help manage day-to-day guest communication, reservations, and property operations for our vacation rental and boutique hotel portfolio.

This is not simply a customer service position. We are looking for someone who takes ownership of their shift, solves problems independently, follows through until issues are resolved, and understands that excellent hospitality means making things easy for the guest.

You will be one of the primary team members responsible for keeping operations running smoothly while you are on duty.

Key Responsibilities

Guest Communication & Reservations

* Respond promptly and professionally to guest messages and reservation questions.

* Assist guests before, during, and after their stays.

* Monitor upcoming arrivals and departures.

* Handle early check-in and late checkout requests.

* Coordinate room changes and special accommodations.

* Troubleshoot check-in, access, reservation, and property issues.

* Handle routine guest complaints and find appropriate solutions.

* Identify opportunities to improve the guest experience and generate additional revenue through upgrades or add-ons.

* Give special attention to **hotel buyout and other high-value inquiries** and make sure leads receive timely follow-up.

Property Operations

* Coordinate with housekeepers, maintenance personnel, and other onsite team members when guests need assistance.

* Schedule or coordinate cleaners and maintenance for active issues.

* Make sure reported maintenance or housekeeping problems are followed through to completion.

* Communicate clearly with onsite teams so they have the information needed to resolve problems.

* Escalate urgent or unresolved issues when necessary.

Administrative & Team Support

* Keep guest and reservation records accurate and up to date.

* Create and update tasks in ClickUp.

* Document unresolved issues so the next team member knows exactly what is happening.

* Complete an end-of-shift Slack handoff detailing outstanding guest, reservation, maintenance, and operational matters.

* Follow Everly Vacation Homes SOPs and internal processes.

* Attend the weekly Tuesday VA team meeting.

## What We're Looking For

The ideal candidate has previous Airbnb, vacation rental, hotel, or short-term rental guest support experience.

You should be:

* An excellent written English communicator.

* Friendly, professional, and confident communicating directly with guests.

* Highly responsive during your scheduled shifts.

* Comfortable making decisions and solving problems independently.

* Organized and able to manage several properties, guests, and issues simultaneously.

* Detail-oriented with strong follow-through.

* Comfortable working without constant supervision.

* Able to learn new software and systems quickly.

* Reliable about showing up for every scheduled shift and remaining available throughout the shift.

Experience with Airbnb or short-term rental operations is important. Experience with our exact software is not required as long as you are comfortable learning new systems.

What Success Looks Like

We want someone who owns their shift.

If a guest has a problem, you don't simply send a message and consider the task finished. You follow up, coordinate the appropriate person, make sure the issue is resolved, communicate with the guest, and document anything the next team member needs to know.

Our goal is to provide excellent hospitality while allowing the business to operate smoothly without requiring the owner to manage every guest issue personally.

This position is best suited for someone who is dependable, resourceful, calm under pressure, and genuinely enjoys helping guests.