Virtual assistant for short term rentals

After-Hours Virtual Assistant (Vacation Rental Guest Support) Schedule: 7:00 PM to 7:00 AM Central Time (CST) Position Type: Remote / Virtual Assistant About Us We are a growing vacation rental management company that manages short-term rental properties across multiple markets. Our goal is to provide exceptional guest experiences while ensuring urgent issues are addressed promptly, even outside normal business hours. Position Overview We are seeking a reliable and professional After-Hours Virtual Assistant to monitor and respond to guest communications during overnight hours. This role focuses on handling urgent guest inquiries, troubleshooting common issues, and escalating true emergencies when necessary. This is not a reservation sales, booking, or general administrative assistant role. We are specifically seeking an Overnight Guest Support Specialist who can provide exceptional guest service, solve problems independently, and make sound judgment calls regarding what requires immediate attention versus what can wait until normal business hours. Responsibilities * Monitor incoming guest messages, calls, and support channels during assigned hours. * Respond promptly to urgent guest concerns. * Assist guests with common issues such as: * Check-in and access questions * Door lock and keypad troubleshooting * Wi-Fi assistance * Basic property and amenity questions * Noise complaints * Parking questions * Follow established procedures and SOPs to resolve issues independently whenever possible. * Determine when an issue requires escalation to maintenance, management, or emergency services. * Contact on-call personnel only for situations that meet escalation criteria. * Document all guest interactions and actions taken. * Maintain professionalism and empathy when dealing with frustrated or stressed guests. Ideal Candidate * Excellent written and spoken English. * Strong customer service skills. * Experience in hospitality, vacation rentals, Airbnb, hotels, or customer support preferred. * Comfortable handling multiple conversations simultaneously. * Able to remain calm and make sound decisions under pressure. * Detail-oriented and capable of following procedures consistently. * Reliable internet connection and quiet work environment. * Strong critical-thinking skills and the ability to resolve issues without constant supervision. Examples of Issues You May Handle * Guest cannot locate property access instructions. * Smart lock or keypad troubleshooting. * Wi-Fi connection assistance. * Questions about house rules or amenities. * Noise complaints from guests or neighbors. * Minor maintenance concerns that can wait until morning. * Determining whether reported issues require immediate escalation. What We Are Looking For The ideal candidate acts as a filter between guests and our on-call team. Most issues should be resolved using available resources, property information, and established procedures. Escalations should be reserved for genuine emergencies, safety concerns, active property damage, lockouts that cannot be resolved remotely, or situations that cannot reasonably wait until business hours. Success in This Role A successful candidate will provide excellent guest support, resolve the majority of overnight issues independently, minimize unnecessary escalations, and ensure guests feel supported at all hours.