Guest Operations Virtual Assistant

This is a fully remote position, open to applicants in Lebanon.

📋 Description

• Respond to guest inquiries and concerns promptly, warmly, and in a professional manner throughout the shift.

• Manage cleaning staff by confirming cleaning schedules, following up on pending items, conveying early check-ins and special requests, and reporting property-related issues.

• Create, update, complete, and monitor operational tasks effectively.

• Log maintenance requests, engage the appropriate personnel, follow up on repairs, keep guests informed, and escalate matters as per established procedures.

• Collect information and documentation for Airbnb claims and damage reports, submit claims, and ensure follow-up until resolution.

• Address reservation needs, access issues, check-in concerns, and property-specific procedures.

• Proactively resolve outstanding guest issues, cleaner requests, maintenance items, and claims.

• Maintain precise end-of-shift notes and handover documentation.

• Operate within established systems and standard operating procedures (SOPs), with management support for escalations.

⛳️ Requirements

• Exceptional written English skills.

• Background in guest support, customer service, hospitality, or operations coordination.

• Ability to manage multiple conversations and tasks simultaneously without oversight.

• Strong attention to detail and a disciplined approach to adhering to SOPs.

• Good judgment in determining when to resolve issues directly and when to escalate them.

• Calm, empathetic, and solution-oriented approach when dealing with frustrated guests or unexpected challenges.

• High reliability, punctuality, and accountability for assigned responsibilities.

• Comfort in working independently during scheduled shifts.

• Availability for the complete schedule, including the Saturday overnight on-call shift.

• Hands-on experience with Airbnb or other short-term rental platforms (preferred).

• Background in property management or vacation rentals (preferred).

• Experience managing Airbnb damage claims or utilizing the Resolution Center (preferred).

• Experience in coordinating cleaning or maintenance vendors remotely (preferred).

• Familiarity with Airbnb host-side messaging, reservations, and claims processes.

• Familiarity with internal task management and property operations systems.

• Familiarity with team communication tools.

🏝️ Benefits

• Remote work opportunity.

• Saturday overnight on-call schedule with active work followed by lower-volume on-call coverage.