Hi! I'm Yvette, a Guest Communications Specialist with years of experience supporting short-term, mid-term and vacation rental companies, RV resorts, hospitality brands and e-commerce businesses. I help owners and property teams deliver seamless guest experiences through fast, clear communication, efficient reservation handling and reliable operational support.

I specialize in guest messaging, reservation management, escalation handling and creating smooth workflows that reduce friction for both guests and staff.
Whether you need someone to manage guest inquiries, handle bookings, assist with property operations or be the frontline voice of your brand, I bring a professional, empathetic and solutions-driven approach to every task.

What I Do Best
• Guest Communications & Support: I respond promptly across phone, email and SMS, ensuring guests feel informed, heard and taken care of throughout their stay.
• Reservation Management: Skilled in handling bookings, date changes, cancellations and payment coordination across multiple platforms.
• Problem Resolution: I manage escalations with patience and clarity, always aiming to turn difficult situations into positive experiences.
• Property Coordination: I collaborate with field teams, housekeeping and maintenance to guarantee smooth turnovers and quick issue resolution.
• Process Optimization: I create message templates, FAQs and communication guidelines that boost efficiency and guest satisfaction.

Tools & Platforms
Guesty | Hospitable | Hostaway | Hostfully | OwnerRez | AppFolio | Reliable Residences | Furnished Finder | Zillow | ----------- | ----------- | Pricelabs | Breezeway | Intercom | Autohost | Truvi | DocuSign | Confluence | Lynx | OTAs | RemoteLock | Schlage | Stripe | Stayfi | Guesty-Pay | Houfy | Camp Spot | KOA | Gorgias | Shopify | Zendesk | Slack | Asana | Trello | Google Workspace | Canva | GoHighLevel

What I Bring to the Table
• A warm, guest-first communication style
• Fast response times and strong attention to detail
• Experience with short-term, mid-term and vacation rentals, RV parks, hospitality operations and and e-commerce support
• Ability to manage high message volume with accuracy and empathy
• Proactive problem-solving and calm handling of difficult guests
• Reliable work ethic, consistent follow-through and excellent teamwork

Industries I've Worked With
• Vacation Rentals & Airbnb Hosts
• Mid-Term Rental & Extended Stay Properties
• RV Resorts & Campgrounds
• Hospitality Operations Teams
• Property Management Companies
• Short-Term Rental Tech Platforms
• E-Commerce Stores & Shopify Brands

If you're looking for someone who can communicate with care, stay organized under pressure and support your guests like they’re my own, I’d love to connect!

Experienced Customer Service Manager with a strong background in the holiday homes industry, known for delivering exceptional guest experiences and building high-performing support teams. Skilled in streamlining communication processes, implementing customer service technologies, and resolving issues with empathy and efficiency. Proven track record of improving satisfaction scores, reducing response times, and driving repeat bookings through service excellence. Passionate about hospitality, team development, and creating seamless guest journeys from booking to departure.

I'm a results-oriented Hospitality Professional with 3+ years of hands-on experience in short-term rental (STR) operations, elite guest support, and physical luxury hotel environments, with hands-on experience working directly with US-based clients remotely across Airbnb, VRBO, and -----------, maintaining a 4.85 guest satisfaction rating and 95% response rate through prompt, professional communication via Google Voice and OpenPhone.

My STR expertise covers the full operational scope — from coordinating cleaners and vetting vendors, managing automated turnovers through Turno and Schlage smart locks, monitoring properties via Ring and Vivint, to protecting listing integrity through strategic Airbnb appeals. I also drive growth through AirDNA and Zillow market analysis, multi-platform calendar management, and local lead generation partnerships offering 10–20% booking discounts.

Beyond operations, I bring strong administrative and digital skills — building SOPs in Notion, creating social media content using Canva and Meta Business Suite, and leveraging AI tools like ChatGPT and Gemini Pro to streamline workflows. My hotel background at Ascott Limited (Citadines) further sharpened my data accuracy, reporting, and cross-department coordination skills.

Whether you need elite guest support, proactive property operations, or a reliable remote partner who takes ownership — I'm ready to help your business grow.

I'm a fast learner, i have the self confidence, law abiding, willing to be trained . I love to learn new things. Plus, if I did something wrong, I would take full responsibility for my actions. I'm really mature for my age.

Extensive Short Term Rental experience supporting Hosts and guests using the following channels:
* Airbnb
* VRBO
* -----------
* Hostaway
* Whatsapp
* AirDNA
* Blink, Guarding Vision, and other Remote Security Camera management applications
* Remotelock, August App, Schlage
* Instacart, Uber, Amazon Prime Delivery, and Walmart for delivery of supplies
* Breezeway for scheduling and Coordination of Cleans.
* RESPONSIBILITIES
- Creation, Update, and Optimization of unit listings using Airbnb, VRBO, -----------, Expedia, and other OTAs.
- Pricing Update
- Guest Communications
- Scheduling of Cleans and Maintenance
- Creation and Management of Codes for guests using Remotelock
- Primary contact for cleaners and vendors for maintenance concerns.
- Supplies Management using Instacart, Walmart Express Delivery, and Amazon Prime Delivery - Replenishment of our units' supplies.
- Project Management of tasks for VAs using Asana, Trello, and -----------.
- Lead Generation of Potential Airbnb Units.
More than a decade of Experience in using Long-term Rental Property Management tools such as:
- Appfolio (for Reporting, Maintenance, Data Entry and Communication)
- Propertymeld (Maintenance Scheduling and Communication).
- Propertyware (Reports Generation, Bookkeeping, Data Entry).
- Google Suite programs (Sheet, Docs, Forms, etc).
- Facebook Marketplace (for Lead Generation and Posting of Listings)
- Kijiji for Posting of Rentals.
- Calendar Management tools such as Calendly and Google Calendar.
- Email clients- Outlook, Gmail, Webmail for Email management and communication.
- Basic Bookkeeping (Accounts Payable and Accounts Receivable).

Multi-business founders and STR portfolio owners shouldn’t have to carry every moving piece of the business alone. Between operations, communication, coordination, admin, and daily execution, it becomes difficult to focus on the bigger picture or simply be present with their family.

I help founders create the space to breathe by taking ownership of day-to-day operational support, from executive assistance to STR management, so they can stay focused on growth, higher-level priorities, and meaningful time with their families.

FOCUS AREA

- Executive & Personal Assistance (calendar, inbox, scheduling, coordination)
- Business Operations Support (workflow management, task coordination, documentation, reporting)
- Short-Term Rental Management (guest communication, booking coordination, listing updates, overall operations)

TOOLS & SYSTEMS

Setup: PLDT RED Fibr, UPS backup, dual monitors, noise-canceling headset, mobile hotspot failover.

Communication & Collaboration: Slack, OpenPhone, WhatsApp, Zoom, Loom, Calendly, Google Workspace
CRM & Sales: HubSpot
Project Management & Operations: Trello, Asana, Notion
Recruitment & HR: Employment Hero
Finance: Xero, Hubdoc
Automation & AI Tools: Zapier, Make, Claude, ChatGPT, Gemini
Design & Content Creation: Canva, CapCut
Marketing Campaigns: Mailchimp
STR Platforms: Airbnb, Vrbo, -----------
PMS: Hospitable, Uplisting, Turno

Smooth operations start with the right support. Send me a message!

I am a highly talented, detail oriented Virtual Assistant with experience providing exceptional support and ensuring projects are completed on time. I always strive in fast-paced, virtual environments following established procedures and practices to maintain budget accuracy.

With strong attention to detail and analytical skills, I help support successful project planning and execution.

Guest Support Specialist | Airbnb, VRBO & -----------

3+ years of experience helping vacation rental hosts deliver exceptional guest experiences.

Platforms:
* Airbnb
* VRBO
* Vacasa
* -----------

What you can expect when working with me:

* Fast and professional guest communication
* Prompt handling of inquiries and concerns
* Effective issue resolution and escalation management
* Coordination with cleaning and maintenance teams
* Reliable support for reservations, check-ins, and check-outs
* A guest-focused approach that helps maintain positive reviews

Core Skills:

* Guest Communication & Support
* Reservation Management
* Issue Resolution
* Escalation Handling
* Cleaning & Maintenance Coordination
* Property Operations Support

Tools:

* Airbnb
* VRBO
* -----------
* Google Workspace
* Familiar with Guesty, Hostaway, and Breezeway

I take pride in providing responsive, professional support that helps guests feel valued and properties run efficiently.

Need an Expert for Your Short-Term Rentals?
I’ve Got You Covered.

- Years of Experience in Short-Term Rental Management
- Exceptional Guest Support via Chat, SMS, and Calls
- Reliable High-Speed Internet for Smooth Operations

I bring enthusiasm, sharp attention to detail, strong multitasking ability, tech-savviness, and calm under pressure. As a former Airbnb co-host, I handled guest communications, resolved issues, processed alterations and refunds, and coordinated with cleaners and maintenance teams. My hands-on experience guarantees seamless operations and happier guests.

Does this sound like what you need? Let’s take your rental business to the next level.

Talk soon,
Robbie M.

Highly Organized Virtual Assistant | CSR | Admin Support | Operations Specialist

I am a Virtual Assistant with 6+ years of experience in administrative support, customer service, inventory management, and training. I’ve worked in fast-paced startup environments, handling tasks such as scheduling, HR coordination, and process improvement.

Key Skills & Expertise:

• Administrative & back-office support (calendar, email, data entry)

• Customer service (email/chat support, escalation handling, empathy-driven responses)

• Google Workspace & Microsoft Office (Docs, Sheets, Drive, Excel)

• File and inventory organization (developed efficient Google Sheets tracking system)

• Reporting & documentation (SOPs, training guides, performance tracking)

• Team training & onboarding (as a former Trainer & Subject Matter Expert)

What I Bring to Your Business:

• Strong attention to detail and organizational skills

• Proactive approach in streamlining tasks and improving processes

• Excellent written and verbal English communication

• Tech-savvy, adaptable, and committed to helping businesses run smoothly


I can help you stay organized, improve workflows, and free up your time so you can focus on growth.

Looking for opportunities to support teams through reliable administrative assistance, operations, and process management. Let’s connect and see how I can help your business smoothly!

Architecture graduate with professional experience supporting architecture, hospitality, and real estate businesses across the United States and Australia. My background includes design documentation, floor planning, procurement coordination, project operations, property marketing, and client support, helping teams deliver organized and efficient projects from concept through completion.

I enjoy combining technical design knowledge with operations and marketing to support growing businesses. Whether it's coordinating project documentation, creating marketing assets, managing workflows, or communicating with clients, I focus on delivering accurate, reliable, and high-quality work while continuously learning new tools and processes.

Motivated and detail-oriented Customer Service Professional with 4 years of experience supporting clients in fast-paced, high-volume environments. Skilled in guest communication, technical troubleshooting, and administrative coordination. Possesses a growing background in short-term rental platforms including Airbnb, VRBO, PriceLabs, and Hospitable—capable of managing calendars, updating listings, adjusting pricing, and assisting with guest inquiries. Known for strong communication skills, accuracy in data entry, and the ability to learn new systems quickly. Dedicated to delivering excellent service, maintaining organized operations, and contributing positively to property management and STR teams.

Reliable Virtual Assistant with experience in customer support and ESL teaching. Skilled in handling email and chat inquiries, resolving concerns, and maintaining clear communication with international clients. Detail-oriented, organized, and comfortable following systems and instructions to keep daily operations smooth. Open to long-term work and committed to providing dependable support.

I’m a reliable and highly organized Property Management Virtual Assistant with hands-on experience in short-term rentals.

I am an experienced Guest Communication Specialist & Admin Support seeking a full-time position in the Short-Term Rental industry. I have over four years of remote work experience and nine years of overall experience in short-term rentals, specializing in guest communication, reservation management, customer service, and property operations support. Passionate about helping property owners and managers grow and succeed through excellent service and reliable support.

Daily Routines as Airbnb/Vrbo Manager:

-Guest relations via Airbnb, Vrbo, -----------, Guesty, Hospitable, Streamline, Track, Minut, NoiseAware, Google Workspace, Night Owl
-Screen guests, manage reservations & calendars
-Coordinate cleaners/maintenance through Breezeway; track issues until resolved
-Provide timely guest support, resolve concerns, send welcome/check-in/out/post-stay messages
-Maintain satisfaction, secure 5-star reviews, retain Superhost status
-Handle admin tasks, data entry, pricing updates, min-night adjustments
-Create/optimize listings across platforms; write/respond to reviews; manage disputes with OTAs
-Monitor property alerts/security; enforce house rules professionally
-Manage payments & transactions; coordinate early check-ins, late check-outs, special requests
-Communicate/ assist property owners, maintenance, and updates to improve occupancy & guest experience
-Handle escalations (power outages, last-minute cancellations, etc) with professionalism.

* GUEST RESERVATION AGENT & ADMIN SUPPORT- Mar 2023 - Jun 2026
Pete Key Properties - North Carolina, USA
Industry: Short Term Rentals Co-Host/ Vacation Rentals
Role Specialization: Customer Support, Admin

* GUEST COMMUNICATION SPECIALIST- Apr 2022 - Jun 2026
Patriot Host LLC - Colorado, USA
Industry: Short Term Rentals Co-Host/ Vacation Rentals
Role Specialization: Customer Support, Property Management & Data Entry

* ASSISTANT PROPERTY MANAGER- Dec 2022 - May 2023
BNB CEOs - Arizona, USA
Industry: Short Term Rentals Co-Host/ Vacation Rentals
Role Specialization: Customer Support, Property Management & Data Entry

* APPOINTMENT SPECIALIST- Mar 2022 - Jan 2023
Online CEOs - Florida, USA
Industry: Broadcast Media Production and Distribution
Role Specialization: Calendar Management & Appointment Setting

* VRBO CHAT & EMAIL SUPPORT- Sep 2018 - Mar 2022
Sutherland Global - Philippines
Industry: BPO
Role Specialization: Live Chat & Email Support

* VRBO PHONE SUPPORT REPRESENTATIVE- Mar 2017 - Sep 2018
Sutherland Global - Philippines
Industry: BPO
Role Specialization: Phone Support agent

Customer-focused professional with over 6 years of experience in hospitality support, customer service, and property management. Skilled in managing reservations, guest communications, and issue resolution across platforms like Airbnb, -----------, and Vrbo. Proficient in CRM systems such as Salesforce,Twilio Flex, Akia, Five9 as well as communication tools including Slack and Microsoft Teams. Recognized for delivering seamless customer experiences, maintaining high satisfaction ratings, and supporting team operations with leadership and efficiency. Also experienced in sales support, administrative tasks, and creative services such as layout design and data encoding.