You will get short term rental guest support and turnover system
Project details
Most owners do not have a guest problem. They have a system problem. The same five questions get answered from scratch every week, the cleaner gets messaged rather than confirmed, a maintenance request sits open because nobody owned it, and the owner finds out from a review.
This project builds the system that stops that. You get the message templates, the turnover calendar, the vendor follow up log and the reporting cadence, all written down and handed over, so the operation runs the same way whether you are watching it or not.
I run this out of five years in customer support and quality assurance, and I currently hold a QA Lead role. That is where the queue thinking comes from. Every guest message, cleaning slot and maintenance request gets an owner, a due date and a next action.
This project builds the system that stops that. You get the message templates, the turnover calendar, the vendor follow up log and the reporting cadence, all written down and handed over, so the operation runs the same way whether you are watching it or not.
I run this out of five years in customer support and quality assurance, and I currently hold a QA Lead role. That is where the queue thinking comes from. Every guest message, cleaning slot and maintenance request gets an owner, a due date and a next action.
What's included $199
These options are included with the project scope.
$199
- Delivery Time 7 days
- Number of Revisions 2
- Number of Hours of Work 10
About Wahaj
Real Estate Virtual Assistant | Property Management | CRM Support
Islamabad, Pakistan - 5:28 am local time
- Real estate virtual assistant covering short term rental operations and property management support.
- Guest communication end to end, check in and check out, issues and the same five FAQs every week.
- Cleaning coordination and schedule management, confirmed with the cleaner rather than assumed.
- Maintenance requests logged and vendors followed up until the work is actually done.
- Refunds, reschedules and incident tracking, written where your team will find it.
- Listing admin support, basic updates and notes kept current.
- Daily and weekly operations reporting, so you never have to ask where things stand.
- Five years in customer support and quality assurance, currently a QA Lead in US tech.
- Fluent in English, working US hours.
👋 Who you are hiring
I am Wahaj, a virtual assistant working on short term rental operations and property management support. Guest communication, cleaning coordination, maintenance requests, refunds and incident tracking, listing admin support, and the vendor chasing nobody enjoys. Right now I run housing coordination for a client here on Upwork.
Most virtual assistants in this lane come out of general admin, so they wait to be told. I came out of customer support and quality assurance and still hold a QA Lead role, so I work a queue instead. Every guest message, maintenance request and cleaning slot gets an owner, a due date and a next action, and I check my own work before it reaches you. Nothing runs on memory.
💬 Guest communication and guest support
A bad review is almost never about the problem. It is about how long the guest waited to hear that somebody knew. I handle guest communication across check in and check out, issues during the stay, and the FAQs that arrive every week, in your voice, using macros and templates built from your own past messages. Refunds and reschedules follow your rules, and every incident gets tracked.
🧹 Cleaning, maintenance and vendor coordination
The gap between two bookings is where money goes missing. Cleaning coordination and schedule management means the cleaner has confirmed, not just been messaged. Maintenance requests get logged and vendors get followed up until the work is done rather than left open.
🗂 Listing admin and operations reporting
Listing admin support covers basic updates and notes, so nothing public is out of date. Then daily and weekly operations reporting, short enough to read on a phone, so you know what happened without asking anyone.
🎧 Omnichannel customer support
Same discipline, wider queue. Ticket triage and responses across email and chat, voice coverage as scoped, escalations and documentation, macros and knowledge base updates, plus weekly KPI reporting.
🧰 Tools I already work in
Zendesk, Salesforce, HubSpot, Zoho CRM, GHL, Freshworks, Monday, ClickUp, Asana, Jira, Slack, Google Workspace, RingCentral, Five9 and Looker Studio.
📌 How we start
Send me your property count, the tools you use and the hours you need covered. You will get a plan for the first two weeks and what I take over on day one.
real estate virtual assistant, short term rental operations, property management virtual assistant, guest communication, guest support, cleaning coordination, maintenance coordination, vendor follow up, incident tracking, listing admin support, operations reporting, omnichannel customer support, ticket triage, escalation management, KPI reporting
Steps for completing your project
After purchasing the project, send requirements so Wahaj can start the project.
Delivery time starts when Wahaj receives requirements from you.
Wahaj works on your project following the steps below.
Revisions may occur after the delivery date.
Intake and review
I read your current listings, past guest messages, cleaning schedule and any existing notes, then confirm scope and the rules you want applied to refunds and reschedules.
Build the templates and macros
Guest communication written for each stage of the stay, in your voice, covering the questions that actually repeat rather than a generic set.