Virtual Assistant – Guest Experience (Evening Shift)

# Virtual Assistant – Guest Experience (Evening Shift) We manage a portfolio of 200+ short-term rental apartments across Airbnb, Booking.com, VRBO, and other platforms. We are looking for a responsive, warm, and resourceful Virtual Assistant to join our Guest Experience team. This is a high-volume role. You will be responsible for assisting guests throughout their stay, resolving issues efficiently, and coordinating with our operations teams to ensure an excellent guest experience. You will not be working alone. Our operations, cleaning, and maintenance teams are available throughout your shift to support escalations when needed. ## Schedule * 3 to 5 evening shifts per week * 3:45 PM to 11:45 PM (Paris time) * Fixed schedule agreed in advance ## How you handle guest issues Always ask guests for photos as soon as an issue is reported. Even when escalation is required, request photos in parallel for documentation and remote diagnosis. Use the information available in Guesty to troubleshoot issues remotely whenever possible. If the issue cannot be resolved remotely, coordinate with the appropriate team through WhatsApp. Communicate clearly and confidently with guests. Avoid generic support responses and unnecessary promises. Guests should always feel heard, informed, and taken care of. When a guest is frustrated, acknowledge the situation and focus on finding a solution quickly. Strong communication is often the difference between a negative review and a positive one. ## Responsibilities * Respond to guest messages and calls via Guesty and Aircall within 15 minutes * Assist guests with check-ins, access issues, Wi-Fi problems, appliance troubleshooting, and general questions * Request photos whenever a guest reports an issue * Troubleshoot common issues remotely before escalating * Coordinate with cleaning, maintenance, and operations teams via WhatsApp * Manage guest communications across Airbnb, Booking.com, VRBO, and other booking channels * Send check-in instructions, payment reminders, and follow-up messages when required * Keep Guesty notes and records updated accurately * Identify potential guest dissatisfaction early and take action to protect review scores ## Requirements * Previous experience in short-term rentals, hospitality, customer support, or guest communications * Strong knowledge of Guesty * Experience with at least two major OTAs (Airbnb, Booking.com, VRBO) * Native or near-native English, written and spoken * Excellent phone communication skills * Ability to handle multiple conversations simultaneously while remaining organized and detail-oriented * Comfortable working in a fast-paced environment * Professional, empathetic, and solution-oriented communication style ## Nice to Have * French speaker * Experience with Blueground, Expedia, or other OTAs * Knowledge of PriceLabs or Beyond Pricing * Previous Airbnb Customer Support experience ## What We Offer * Long-term collaboration * Fixed evening shifts * Support from experienced operations, cleaning, and maintenance teams * A fast-paced environment with significant responsibility and autonomy * Opportunity to grow within a rapidly expanding short-term rental business