SHORT-TERM RENTAL OPERATIONS SPECIALIST | GUEST EXPERIENCE | PROPERTY MANAGEMENT | OTA MANAGEMENT

PROFESSIONAL PROFILE

Experienced Short-Term Rental Virtual Assistant and Guest Experience Specialist with 5+ years of experience supporting vacation rentals, hospitality operations, and property management. Skilled in managing guest communications, reservations, property listings, maintenance coordination, payments, security deposits, escalations, and day-to-day property operations across multiple platforms.

Experienced in supporting both individual vacation rentals and hotel-style properties, with a strong understanding of the guest journey from booking through check-out. Confident handling high-pressure situations, resolving guest concerns, coordinating with owners and vendors, and maintaining smooth daily operations.

Known for being highly organised, adaptable, detail-oriented, and solution-focused, with excellent written and verbal communication skills and the ability to manage multiple properties and priorities simultaneously.

CORE COMPETENCIES
Guest Experience & Customer Service
Short-Term Rental Operations
Property & Reservation Management
OTA Management – Airbnb, -----------, VRBO, Expedia
Guest Communication & Support
Guest Complaint & Escalation Management
Maintenance & Vendor Coordination
Property Listing Creation & Optimisation
Security Deposits & Payment Processing
Damage Claims & Refund Coordination
Review & Reputation Management
Calendar & Availability Management
Cleaning & Turnover Coordination
Direct Booking Support
Upselling & Guest Requests
SOP & Workflow Development
CRM & Task Management
Problem Solving & Conflict Resolution
Time Management & Multitasking


TOOLS & PLATFORMS
Property Management & Vacation Rentals
Guesty • Airbnb • VRBO • ----------- • Expedia • Uplisting • SuiteOp • Furnish Finder • Landing • Comfy Workers • Stay for Work
Hospitality & Operations
Breezeway • Turno • Cloudbeds • Mews • Autohost • Lynx • Oracode Live • Central Code • Admin Hub
CRM, Communication & Task Management
HubSpot • GoHighLevel • Notion • Airtable • Slack • WhatsApp • Dialpad • Aloware • Akia • Avochato • CircleLoop
Payments, Pricing & Finance
Stripe • PriceLabs • Zoho • Zoho Receipts
Productivity & Other Tools
Google Workspace • Google Drive • Google My Maps • Microsoft Office • Cisco Systems • Zillow

KEY VALUE I BRING
🏠 Property Operations
Hands-on experience managing the daily operational needs of short-term rental properties.
💬 Guest Experience
Strong communication skills with experience handling complaints, escalations, special requests, and sensitive guest situations.
🔧 Maintenance Coordination
Experienced in reporting issues, coordinating contractors, following up on repairs, and keeping maintenance records updated.
📅 Reservation Management
Confident managing bookings, calendars, check-ins, check-outs, modifications, cancellations, and direct booking enquiries.
⭐ Reputation Management
Experienced in monitoring guest feedback, resolving complaints, chasing reviews, and protecting property ratings.
⚡ Fast-Paced Multitasking
Comfortable managing multiple properties, guests, owners, vendors, and operational tasks simultaneously.