Virtual Assistant - Airbnb Operations (Long-Term Role)
Budget: $2 – $8 AUD
About us:
We run a growing short-term rental (Airbnb) business focused on delivering a smooth, professional guest experience. We’re looking for a reliable, detail-oriented Virtual Assistant to help manage daily operations and support guests.
This is a long-term position with room to grow as the business scales.
Role Overview
As our Airbnb Operations VA, you’ll be responsible for handling guest communication and backend admin tasks to ensure our listings run smoothly.
You’ll work independently, follow SOPs, and communicate clearly when issues arise.
About the role:
Guest management
- Handle all guest inquiries, messages and have a professional, helpful and friendly tone
- Conduct guest screening based on profile, reviews and red flags (if same day booking: guests need to have at least 3 reviews and 4 stars minimum)
- Communicate house rules and property information clearly
- Manage guest check-ins and check outs smoothly
- Facilitate upsells (e.g. early check in, late check in, late check out
- De-escalate guest complaints where possible before escalating to host
- Report any guest complaints, bad reviews or refund request immediately
Cleaning coordination
- Communicate with cleaners for all early check-ins and late check-outs
- Follow up all cleans in a timely manner
- Ensure cleaning photos are reviewed and issues are identified
- Check and cross verify weekly cleaner invoices
- Watch for missed or late cleans and escalate if needed
SOPS and internal systems
- Follow all internal SOPs with accuracy and consistency including
- Guest inquiry handling
- Compensation approvals
- Complaint resolution and communication protocols
- Maintain up to date property knowledge (e.g. parking details, quirks, wifi, appliances)
- Automating systems (things that are tedious that can be automated)
Requirements:
Must Have:
- Proficiency in spoken and written English
- Strong attention to detail
- Reliable internet and computer
- Able to follow instructions and SOPs
- Calm and professional under pressure
- Previous Airbnb or short-term rental experience
Nice to Have (Not Required)
- Experience with PMS tools (Hospitable, Guesty, Hostaway, etc.)
- Customer support or hospitality background
How to Apply (Important)
To be considered, you must complete the steps below:
Answer the following questions:
- Have you worked with Airbnb or short-term rentals before? If yes, explain.
- What tools or platforms have you used? (Airbnb, PMS, etc.)
- What are your available working hours in AEDT?
Record a 1-2 minute video answering:
- Who you are
- Your experience (if any)
- Why you think you’d be a good fit for this role
Applications without a video will not be reviewed.
We run a growing short-term rental (Airbnb) business focused on delivering a smooth, professional guest experience. We’re looking for a reliable, detail-oriented Virtual Assistant to help manage daily operations and support guests.
This is a long-term position with room to grow as the business scales.
Role Overview
As our Airbnb Operations VA, you’ll be responsible for handling guest communication and backend admin tasks to ensure our listings run smoothly.
You’ll work independently, follow SOPs, and communicate clearly when issues arise.
About the role:
Guest management
- Handle all guest inquiries, messages and have a professional, helpful and friendly tone
- Conduct guest screening based on profile, reviews and red flags (if same day booking: guests need to have at least 3 reviews and 4 stars minimum)
- Communicate house rules and property information clearly
- Manage guest check-ins and check outs smoothly
- Facilitate upsells (e.g. early check in, late check in, late check out
- De-escalate guest complaints where possible before escalating to host
- Report any guest complaints, bad reviews or refund request immediately
Cleaning coordination
- Communicate with cleaners for all early check-ins and late check-outs
- Follow up all cleans in a timely manner
- Ensure cleaning photos are reviewed and issues are identified
- Check and cross verify weekly cleaner invoices
- Watch for missed or late cleans and escalate if needed
SOPS and internal systems
- Follow all internal SOPs with accuracy and consistency including
- Guest inquiry handling
- Compensation approvals
- Complaint resolution and communication protocols
- Maintain up to date property knowledge (e.g. parking details, quirks, wifi, appliances)
- Automating systems (things that are tedious that can be automated)
Requirements:
Must Have:
- Proficiency in spoken and written English
- Strong attention to detail
- Reliable internet and computer
- Able to follow instructions and SOPs
- Calm and professional under pressure
- Previous Airbnb or short-term rental experience
Nice to Have (Not Required)
- Experience with PMS tools (Hospitable, Guesty, Hostaway, etc.)
- Customer support or hospitality background
How to Apply (Important)
To be considered, you must complete the steps below:
Answer the following questions:
- Have you worked with Airbnb or short-term rentals before? If yes, explain.
- What tools or platforms have you used? (Airbnb, PMS, etc.)
- What are your available working hours in AEDT?
Record a 1-2 minute video answering:
- Who you are
- Your experience (if any)
- Why you think you’d be a good fit for this role
Applications without a video will not be reviewed.