Virtual Assistant - guest communications specialistAirready

Please only reply if you have Hostaway or Short Term Hopliday Rental experience
 
VIRTUAL ASSISTANT - GUEST COMMUNICATIONS SPECIALIST
 
Company: Air Ready 
Location: Remote 
Job Type: Part-time (Friday/Saturday/Sunday - evolving into more days later down the track)
 
About Us:
 
Air Ready is a premier short-term holiday accommodation business based in Australia. We specialise in managing properties on platforms like Airbnb and Booking.com, providing exceptional experiences for guests and seamless management for property owners. We are a small, dedicated team passionate about hospitality and are looking for a new member to grow with us.
 
Job Summary:
 
We are seeking a highly motivated and detail-oriented Virtual Assistant to join our team. The primary focus of this role will be to manage guest communications, ensuring every guest has a 5-star experience from their initial inquiry to post-stay follow-up. The ideal candidate will be a proactive problem-solver with outstanding communication skills and a passion for customer service.
 
Key Responsibilities:
Guest Communication: Serve as the primary point of contact for all guest inquiries, responding promptly and professionally across various platforms (Airbnb, Booking.com, email, etc.).
Booking Management: Handle booking confirmations, modifications, and cancellations.
Guest Support: Provide pre-arrival information, check-in instructions, and ongoing support to guests during their stay to resolve any issues that may arise.
Post-Stay Follow-Up: Send thank you messages and politely request reviews from guests after their departure.
Coordination: Liaise with our cleaning and maintenance teams to ensure properties are perfectly prepared for guest arrivals and that any reported issues are addressed swiftly.
Administrative Support: Assist with various administrative tasks related to property management and operations.
Qualifications and Skills:
Essential:
Impeccable written and spoken English is a must.
Proven experience in a customer service or guest support role, preferably within the hospitality or short-term rental industry.
Exceptional communication and interpersonal skills.
Strong problem-solving abilities and the capacity to work independently.
A reliable high-speed internet connection and a suitable remote work environment.
Ability to work effectively during Australian business hours.
Beneficial (Highly Regarded):
Hands-on experience with property management software, particularly Hostaway.
Familiarity with accounting software, specifically Xero.
Experience with dynamic pricing tools (e.g., PriceLabs, Wheelhouse, Beyond).
Previous experience managing listings on Airbnb and Booking.com from a host's perspective.