Guest Experience & Onboarding Specialist

We are looking for a highly organized and proactive Virtual Assistant to support the daily operations of short-term rental properties. This role requires strong communication, attention to detail, and the ability to manage multiple moving parts across guest communication, cleaning coordination, maintenance, and administrative tasks.Key ResponsibilitiesGuest CommunicationMonitor guest messages and handle all inquiries not answered by HostBuddy AIUpdate HostBuddy AI with new responses and missing informationEnsure guests receive access codes before arrivalAssist guests who need help gaining access to the propertyCleaning & Supply ManagementReview daily and weekly cleaning schedules to ensure full coverageConfirm cleaners arrive by 12:30 PM ESTReview cleaner photos to ensure the property is guest-readyManage all supply operations, including reordering, tracking delivery to cleaners, and ensuring items reach each propertyClaims & Maintenance CoordinationProcess all resolution claimsTrack and coordinate preventative maintenance tasksSchedule contractors for maintenance issues reported by cleaners or guests and communicate appointments as neededProperty & Device ManagementMonitor lock and camera battery levels and coordinate charging or replacementProcess all vendor paymentsSupport onboarding of new properties, including:Coordinating setup with cleaners, handymen, runners, and contractorsCreating property guidebooksCreating Airbnb and Vrbo listingsPreparing marketing materials using templatesSetting up smart devices in the property management systemAdministrative SupportOrganize and store receipts in Google DriveComplete ad-hoc data entry projectsTrack progress of tasks in the task management systemUpdate SOPs, guidebooks, and HostBuddy AI documentationPerformance ExpectationsMaintain a review rating of 4.8+ on Airbnb (8+ on Vrbo and Booking.com)Maintain a 100% response rateMaintain an average response time of 8 minutes or less to all inquiriesReduce HostBuddy AI action items week over week by:Creating systems and documentation that prevent repeat issuesHolding cleaners, handymen, and other vendors accountable for standardsQualificationsExperience in short-term rental or Airbnb operations is highly preferredStrong written and verbal communication skillsExcellent attention to detail and ability to manage multiple tasksComfortable coordinating with guests, cleaners, contractors, and vendorsFamiliarity with task management systems and Google WorkspaceIf you are reliable, proactive, and experienced in property operations or short-term rentals, we encourage you to apply.