We're looking for a reliable and professional Virtual Assistant to provide out-of-hours support for our serviced accommodation business, StayForWork.
You'll be the first point of contact for guests staying in our properties outside of normal office hours, helping to resolve any issues quickly and professionally. This is an important role that requires excellent communication, problem-solving skills, and the ability to remain calm under pressure.
Responsibilities
- Answer incoming phone calls from guests.
- Respond to WhatsApp messages and email s.
- Resolve guest issues quickly and professionally.
- Liaise with property owners, hosts and contractors when required.
- Arrange emergency call-outs where necessary.
- Keep guests updated until their issue has been resolved.
- Escalate urgent matters to management when appropriate.
- Record all issues and actions taken in our CRM.
- Deliver excellent customer service at all times.
Examples of Issues You'll Handle
- Lost keys or lockbox problems.
- Wi-Fi or TV issues.
- Heating or hot water problems.
- Appliance faults.
- Maintenance issues.
- Parking queries.
- Check-in assistance.
- Cleaning concerns.
- General guest enquiries.
Requirements
- Excellent written and spoken English.
- Confident speaking on the phone.
- Strong customer service skills.
- Calm under pressure.
- Excellent problem-solving ability.
- Organised with great attention to detail.
- Reliable internet connection and quiet working environment.
- Experience using WhatsApp, email and online systems.
- Previous customer service, hospitality or virtual assistant experience is preferred but not essential.
Ideal Candidate
We're looking for someone who:
- Is friendly and empathetic.
- Takes ownership of problems.
- Thinks independently rather than waiting for instructions.
- Can reassure guests and remain professional in difficult situations.
- Is dependable and punctual.
- Is comfortable working evenings, weekends and bank holidays if required.
Training
Full training, scripts and procedures will be provided. You'll learn how to deal with common guest issues and when to escalate more complex situations.
