Virtual Assistant – Guest Experience Operator (Customer Care) | Short-Term RentalsLocation: RemoteType: Full-Time Virtual AssistantRole OverviewWe are hiring Guest Experience Operators to manage guest messaging, reservation support, listing updates, and issue resolution across multiple communication channels. This role is ideal for someone who is warm, calm under pressure, highly detail-oriented, and confident communicating at a native level.Key ResponsibilitiesManage guest communications across platforms (inbox, SMS, email, and calls as needed)Respond quickly and professionally to guest inquiries, requests, and issuesSupport reservations, stay instructions, check-in/check-out guidance, and troubleshootingDe-escalate complaints and turn negative situations into positive outcomesCoordinate with internal teams (maintenance, cleaning, operations) to resolve issues efficientlyUpdate listings and guest-facing instructions to reduce repeat questions and frictionDocument guest issues, preferences, and follow-ups for team continuityMaintain response-time standards and high guest satisfaction scoresRequired Qualifications (Must-Have)C2-level English proficiency (native-level speaking and writing)Warm, professional, and empathetic communication styleStrong customer service mindset with proven de-escalation and problem-solving skillsAbility to manage multiple conversations simultaneously without missing detailsReliable internet, quiet workspace, and confidence handling phone callsPreferred QualificationsExperience in hospitality, customer support, or the travel industryShort-term rental guest communication experience (Airbnb, VRBO, Booking.com)Familiarity with SOP-driven operations and structured ticket or task-tracking systems