Virtual Assistant – Serviced Accommodation & Property Management

About Us

We are a growing UK-based serviced accommodation and property management business committed to providing exceptional accommodation and outstanding customer service. As our portfolio continues to expand, we are looking for an experienced Senior Virtual Assistant to support the day-to-day management and growth of the business.

This is not a general administrative role. We are looking for someone with proven experience in the serviced accommodation industry who can confidently manage operations, maximise revenue, support business development and deliver an excellent guest experience.

The Role

You will play a key role in the day-to-day running of the business, ensuring our properties perform well, guests receive exceptional service and our operations run efficiently. You will work closely with the business owner, taking ownership of tasks and helping us grow the business.

Key Responsibilities
Property Management
Manage property listings across Airbnb, Booking.com and other Online Travel Agencies (OTAs).
Keep calendars, availability and property information accurate and up to date.
Optimise listings to maximise occupancy and booking performance.
Monitor reservations and booking trends.
Revenue Management & Pricing
Manage dynamic pricing using PriceLabs or similar revenue management software.
Analyse market trends and competitor pricing.
Adjust nightly rates to maximise occupancy and profitability.
Monitor revenue performance and recommend improvements.
Marketing & Business Development
Develop strategies to increase direct bookings.
Carry out direct marketing to contractors, relocation companies, insurance providers, local businesses and corporate clients.
Build relationships with organisations requiring short and medium-term accommodation.
Identify new business opportunities and partnership prospects.
Assist with marketing campaigns, website content and business growth initiatives.
Guest Communication
Respond promptly and professionally to guest enquiries.
Manage guest communication before, during and after each stay.
Resolve guest concerns quickly and professionally.
Help maintain excellent guest satisfaction and review scores.
Operations & Team Coordination
Coordinate cleaners, handymen and maintenance contractors.
Schedule maintenance and ensure all issues are resolved promptly.
Ensure properties are fully prepared for every guest arrival.
Monitor cleaning standards and follow up on any issues.
Order supplies and assist with operational planning where required.
Guest Damage Claims
Manage guest damage claims through Airbnb, Booking.com and other OTA platforms.
Gather evidence, including photographs, invoices and contractor quotations.
Communicate professionally with guests regarding damages.
Submit and monitor claims through the relevant booking platform.
Liaise with insurers where necessary.
Keep accurate records and ensure claims are followed through to resolution to maximise recovery for the business.
Business Reporting
Produce weekly and monthly reports for each property.
Track occupancy, revenue, expenses and profitability.
Monitor pricing performance and booking trends.
Provide recommendations to improve occupancy, profitability and operational efficiency.
Essential Requirements
Proven experience managing Airbnb, Booking.com and other OTA platforms.
Experience working within serviced accommodation, holiday lets or short-term rentals.
Strong understanding of revenue management and dynamic pricing.
Experience using PriceLabs or similar pricing software.
Excellent written and spoken English.
Outstanding customer service and communication skills.
Strong organisational and problem-solving abilities.
Experience coordinating cleaners, maintenance contractors and other service providers.
Experience preparing business reports and monitoring property performance.
Experience managing guest damage claims or reimbursement claims through Airbnb, Booking.com or similar platforms.
Ability to work independently and take ownership of responsibilities.
Desirable Skills
Experience using property management systems such as Uplisting, Hospitable, Guesty or Lodgify.
Knowledge of SEO, digital marketing and direct booking strategies.
Experience with Canva, ChatGPT and other AI productivity tools.
Understanding of the UK serviced accommodation market.
Basic bookkeeping or financial reporting experience.
Working Hours
Fully remote.
Part-time initially, with the opportunity for additional hours as the business grows.
Some flexibility may be required to deal with urgent guest matters when necessary.
What We're Looking For

We're looking for someone who is proactive, commercially minded and takes pride in delivering excellent service. You should be confident managing multiple priorities, solving problems independently and identifying opportunities to improve both guest satisfaction and business performance.

If you enjoy working in a fast-paced environment and want to play a key role in the growth of a successful serviced accommodation business, we'd love to hear from you.

Why Join Us?
Fully remote working.
Flexible hours.
Opportunity to grow with a fast-expanding business.
Supportive working environment where your ideas are valued.
Long-term career progression.
Performance-based bonuses and salary reviews based on results.