Communications and Administrative VA for Short-Term Rental and Property Management Company

Job Overview:
We are seeking a skilled and reliable virtual assistant to join our short-term rental business. As a virtual assistant, you will be responsible for various administrative and operational tasks to support our travel stay and property management operations. Your primary focus will be on communications, reservation management, task coordination and data enhancement. You will also be tasked with suggesting and implementing new processes and procedures, as well as maintaining our company policies and procedures manual. As we improve our overall efficiency, additional administrative, marketing, and operational tasks may be added to your job description. Finally, the ideal candidate should possess excellent organizational skills, attention to detail, strong communication abilities, and a proactive attitude.

Responsibilities:
– Guest Communications and Guest Experience
o Communications: Manages guest communication via OTAs (AirBnB, VRBO, etc) and email, including: guest inquiries, checkin and checkout, during stay and post-departure
o Guest Experience: gathers info about guest preferences and special requests, enabling personalized touches for travel stays
o Reviews: Monitors and responds to guest reviews, in the case that automated guest review responses aren’t made.
– Reservation Management
o Manages guest inquiries and approval process for bookings, working closely with Manager and Guests to negotiate best rates, terms and conditions for bookings.
o Requests optimal booking dates to maximize occupancy levels
o Request necessary guest info required for condo applications
o Manages condo application process between guests, property owners and building admin and/or associations.
– Task Coordination
o Coordinates condo cleaning/turnover process: scheduling cleanings, confirm 2 days prior to scheduled turnovers, confirms inspection (post cleaning).
o Coordinates necessary maintenance calls between guests and handyman or technicians required for service.
o Coordinates on-site visits, deliveries or other ad-hoc requests between manager and guests.
– Email Management
o Efficiently manages email on behalf of manager, prioritizing key tasks for completion with ClickUp
o Responds to routine inquiries, flags urgent or important messages, filters spam or irrelevant emails and keeps inbox well organized
– Data Management
o Collects, updates, organizes and maintains guest information and interests in Hostaway and Hubspot.
o Collects, updates, organizes and maintains partner information in both Gmail and Hubspot.
o Manages all condo applications, organizing, and filing in G-Drive
– Business and Process Optimization
o Optimize communications, adding Click to view chatbots to listings, and continuously updating FAQs to improve response accuracy
o Streamline operational process, documenting within SOP’s
o Suggests new processes to improve efficiency

Requirements:
– Proven experience as a virtual assistant or in a similar administrative role – within the real estate short-term rental, vacation rental and property management segment.
– Strong written and verbal communication skills, a good listener, with the ability to communicate professionally and promptly with guests and team members.
– Availability to work in Eastern US Time Zone (UTC-5) and willingness to accommodate occasional flexible working hours.
– Proficiency in managing emails (for others), calendar management tools, property listing portals (Airbnb, VRBO), and property management software (such as Hostaway)
– Attention to detail and organizational skills to ensure accurate and efficient execution of tasks.
– Proactive and resourceful problem-solving abilities.
– Ability to work independently, prioritize tasks, and meet deadlines.
– Tech-savviness and proficiency in using online tools and software applications.

Additional Experience with Productivity Applications and Tools
– Familiarity using software applications used to streamline admin tasks and improve efficiency.
– Proficiency in using software applications, tools and technologies within STR segment
– Experience with AI-driven solutions for guest communication, pricing optimization, property management, or other relevant areas of the business
– Ability to leverage software and applications tools to enhance productivity, accuracy, and overall performance.
– Enjoys staying updated on the latest advancements and trends in automation and AI technologies applicable to the short-term rental industry.