Job Overview

We're seeking a responsive, professional Guest Relations & Hospitality Virtual Assistant to manage the guest-facing experience from pre-arrival through checkout. The VA is responsible for timely communication, guest assistance, issue triage, Guesty documentation, escalation, coordination, and follow-through. Every property. Every Turnover. Every Guest. Every time.

Client Overview

Our client is a premier hospitality and property management company dedicated to delivering exceptional guest experiences and seamless property operations.

Schedule: Monday - Friday, 5 PM–11 PM EST (30hrs per week)

Responsibilities

• Guest Communication: Monitor Guesty and connected booking-channel messages during assigned hours and respond promptly, professionally, and accurately. Assist with check-in/out, access, Wi-Fi, parking, amenities, house rules, thermostats, hot tub information, and general property instructions. Monitor automated messages for situations requiring personal attention and maintain warm, concise, solution-oriented communication.
• Guest Journey Management: Manage guest experience across all stages (Pre-Arrival, Arrival, Stay, Checkout, Post-Stay). Confirm guests receive appropriate communications, identify issues that may affect the stay, and address communication gaps before they become complaints.
• Guesty Documentation: Document guest-reported issues, important communications, actions, and outcomes in Guesty. Create or coordinate the appropriate operational task and attach relevant reservation/property information. Track open guest issues through resolution so Operations has a clear record of what occurred and how it was handled.
• Issue Triage:
  • Routine: Wi-Fi, parking, amenity, checkout, and general property questions — handle per approved procedures.
  • Priority: Cleaning concerns, missing amenities, hot tub/appliance issues, comfort complaints, or non-emergency maintenance — document and coordinate/escalate.
  • Urgent: Access failure, active leak, major plumbing, HVAC failure in extreme temperatures, electrical/safety/security concerns, serious hot tub malfunction, or significant property damage — escalate immediately under RGOS.
• Maintenance & Vendor Coordination: Gather guest details/photos, create or document the Guesty task, and notify the appropriate operational contact. Communicate confirmed access/appointment information, track progress, and follow up with the guest after resolution. Do not diagnose technical problems or promise repair outcomes/timelines unless confirmed by Operations or the vendor.
• Service Recovery: Acknowledge the concern, gather information, document the issue, initiate the approved resolution process, escalate when required, keep the guest informed, confirm resolution, and document the final outcome.

Requirements

• Excellent written English, documentation, judgment, and problem-solving skills.
• Ability to manage multiple conversations, remain calm with dissatisfied guests, and follow SOPs/escalation protocols precisely.

Qualifications

• STR, hotel, hospitality, customer-service, or property-management experience preferred.
• Guesty or comparable PMS (Property Management System) experience preferred.

Authority Limits

• The VA does not independently authorize refunds, credits, cancellations, relocations, significant checkout extensions, policy exceptions, or major financial concessions.
• The VA does not provide final Guest Ready approval; that authority remains with Operations.

Communication Standard

• Guest communications must be warm, professional, concise, helpful, accurate, and solution-oriented.
• Staff must not argue with guests, blame team members/vendors, speculate about causes, make unconfirmed promises, discuss internal operational problems, or share confidential information.

Performance Standards

• Guest response time and communication quality.
• Guesty documentation accuracy, issue classification, and escalation accuracy.
• Follow-through on unresolved issues, guest outcomes, RGOS adherence, and proper use of authority.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.