POTENTIAL TASKS

Guest Communication & Coordination

• Respond promptly and professionally to guest inquiries via Airbnb
• Send pre-arrival instructions, check-in guides, and follow-up messages
• Address guest concerns, questions, and requests during their stay
• Manage guest reviews—request feedback and respond to comments
• Handle escalations with calm, solutions-oriented communication

Airbnb Claims & Reports

• File claims for damages or complaints through the Airbnb Resolution Center
• Track the status of submitted claims and ensure timely follow-ups
• Prepare documentation and supporting photos for claims
• Report recurring issues or concerns for review and decision-making
• Maintain a log of claims and resolution outcomes

Calendar & Booking Management

• Monitor and update Airbnb calendar to prevent double bookings
• Block dates based on maintenance or personal schedules
• Coordinate with cleaners and maintenance staff regarding guest turnover
• Sync calendar with schedule or other platforms if needed
• Flag potential overlaps or scheduling issues in advance

Administrative & Operational Support

• Organize booking records, invoices, and receipts for easy access
• Maintain a central folder for guest communication templates and SOPs
• Assist with occasional research (e.g., local service providers or amenities)
• Create basic reports on monthly bookings, occupancy, or guest feedback
• Track important dates (e.g., license renewals, tax deadlines) related to property

Proactive Problem-Solving & Process Improvement

• Identify recurring issues and suggest workflow improvements
• Offer ideas to enhance guest experience or streamline tasks
• Monitor competitor listings for insights on pricing or guest experience trends
• Keep up to date with Airbnb updates, tools, or policies
• Bring a “solution-first” mindset to daily operations

SKILLS/EXPERIENCES REQUIRED

What We’re Looking For

• Strong written and verbal communication skills with a warm, professional tone
• Highly organized and able to manage tasks independently with minimal supervision
• Quick to respond, dependable, and capable of adapting to a flexible schedule
• Detail-oriented and consistent in delivering high-quality, accurate work
• Tech-savvy and comfortable navigating online platforms and tools
• A positive, solution-focused attitude and willingness to learn and grow
• Aligned with a high standard of hospitality and service excellence

Ideal Experience

• Previous experience managing or supporting Airbnb operations
• Familiarity with the Airbnb platform, including calendar, claims, and messaging
• Background in guest services, hospitality, property management, or admin support
• Experience handling guest concerns, filing claims, and resolving issues
• Exposure to UK-based clients or an understanding of UK time zone and etiquette (Bonus, not required)
• Experience working remotely and communicating clearly in a virtual environment

IMPORTANT REMINDERS

• Please apply only once. If you have already submitted an application form for another position, please do not submit another form. Any additional submissions will be automatically tagged as invalid.
• Our application will include submission of requirements and a few trial tasks. Please block off some time to prepare and complete these before starting the form. We recommend saving the URL to this page so you can come back when you’re ready.
• To ensure smooth communication, please download WhatsApp. It’s the primary tool many of our clients use, and we’ll also use it alongside email to reach out to you for potential client opportunities if you successfully pass this application. (Here's a quick tutorial on how to do this!)
• TIP: Read through the questions in the form first to know what you need to prepare before filling out the form. Please be on a PC or a laptop before proceeding with your application.
• Your minimum internet speed should be 10 mbps and your PC specs should be at least Intel Core i5 (or equivalent) and have 8GB RAM (at the minimum).
• DON’T HESITATE! No VA experience is required!