Vacation Rental Operations Support

I need an organised assistant to slot straight into our existing workflows and keep day-to-day operations running smoothly for our short-term rental portfolio. Your core focus will be three areas: guest communication, booking management, and light social-media touch-points that enhance the overall guest journey.

Guest communication
• You will reply to enquiries and in-house questions promptly through email, phone, and the messaging apps already connected to our PMS. Tone must stay warm, concise, and on-brand.
• Typical touchpoints include pre-arrival info, mid-stay check-ins, and post-departure follow-ups.

Booking management
• Process new reservations as they land in the system, double-checking calendar sync and rate accuracy.
• Tackle modifications or cancellations when needed, keeping both the platform notes and the internal tracker aligned.
• Flag payment or security-deposit anomalies so nothing slips through the cracks.

Task tracking & coordination
You will log every action in our Trello board so teammates can see real-time status. When maintenance, housekeeping, or marketing tasks arise, assign the card to the right stakeholder and follow up until completion.

Deliverables & success criteria
• 100 % of guest messages acknowledged within 30 minutes between 8 a.m.–10 p.m. local time.
• New bookings fully processed (confirmation, calendar check, task card) within 1 hour.
• Weekly summary report outlining completed tasks, open issues, and any guest experience wins or pain points.

We work with tools such as Airbnb/Booking.com extranets, Guesty, Trello, and Slack; prior exposure is a plus, but strong attention to detail and fast learning matter more. If you love a tidy workflow and enjoy delighting guests behind the scenes, I’d love to hear how you can make our operations even smoother.