VIRTUAL ASSISTANT — SHORT-TERM RENTAL OPERATIONS

VIRTUAL ASSISTANT — SHORT-TERM RENTAL OPERATIONS (US VACATION RENTALS)

Full-time | Work from home | Must cover US business hours

ABOUT US

We're a US-based short-term / vacation rental management company operating several luxury properties (Airbnb, VRBO, and direct bookings via PMS such as Hospitable). Our homes are luxury and host celebrations — birthdays, bachelorettes, weddings, family reunions — so guest experience and attention to detail are everything. You'll be the operational backbone that keeps guest communication, vendor coordination, and property readiness running smoothly across multiple properties.

This is a long-term role for someone who wants to truly OWN operations, not just tick boxes. We invest heavily in training and documented processes (SOPs), and we're looking for someone who will use them, improve them, and grow with us.

WHAT YOU'LL DO

Guest communication

Respond promptly and warmly to guest inquiries across Airbnb, VRBO, and direct booking channels, in our established brand voice.
Handle booking inquiries, pre-approvals, house-rule questions, check-in/check-out logistics, and special requests — always following the SOP and confirming anything uncertain before replying.
Draft guest review responses, welcome/card messages, and post-stay direct-booking follow-ups.

Vendor & service coordination

Schedule and confirm weekly services: cleaning, inspection, pool, yard, pest control, propane, and one-off repairs — and follow up until each is confirmed, not just sent.
Serve as point of contact for cleaners, inspectors, and service providers; relay detailed, accurate instructions and collect the photos/confirmations we need.
Audit inspection and cleaning photos against our checklists, flag anything missing in real time, and get it corrected before the vendor leaves the property.

Supplies, inventory & purchasing

Place and track supply orders (Amazon, Uber Eats, Costco, etc.), confirm deliveries, and keep the inventory list accurate and up to date.
Troubleshoot ordering/delivery issues independently before escalating.

Finance & claims support

Track and confirm payments, process refunds, and prepare damage/claim reports for Airbnb/VRBO within claim and review windows.
Pay approved vendor invoices and keep records tidy.

Documentation & reporting

Maintain and update SOPs, FAQ tabs, guidebooks, and property files (Google Sheets, Docs, Slides/Canva).
Prepare clear reports for owner review on deadline.
Keep a written daily task list with EVERY action item logged — this is how we track and review work.

WHO WE'RE LOOKING FOR (READ THIS CAREFULLY)

We've learned exactly what makes this role succeed or fail. If the points below sound like you, please apply.

You take ownership and never wait to be reminded. If a guest message comes in, a service needs confirming, or a task is due — you handle it without being chased.
You confirm before acting — you never guess. When you're unsure about a house rule, an instruction, or whether to move/discard/order something, you check the SOP first, and if it's not there, you ask before acting. Guessing has cost us bookings in the past. When in doubt, ask.
You are meticulous with details and instructions. You follow instructions exactly (quantities, placement, wording, timing), map photos and lists item-by-item, and catch discrepancies before they become guest problems.
You log every task and hit every deadline. You keep a written task list, add each item as it comes up, and deliver on time. If something can't be done on time, you flag it early with a clear reason.
You solve problems before escalating. When a tool won't cooperate or a vendor goes quiet, you investigate, try alternatives, and come with a proposed solution — not just "it's not working."
You communicate clearly, proactively, and in excellent written English. You give status updates as you progress, confirm understanding, and write guest-facing messages that are warm, polished, and error-free.
You're reliable and responsive during your shift — including urgent situations. Power outages, same-day turns, last-minute bookings, and guest issues happen. You stay reachable on Slack and WhatsApp during work hours and give timely heads-ups (within 30 minutes) when something needs attention.

REQUIREMENTS

Proven VA experience, ideally in short-term / vacation rental, property management, or hospitality (Airbnb/VRBO/Hospitable experience is a strong plus).
Excellent written and spoken English.
Comfortable with Google Workspace (Sheets, Docs, Slides), Slack, WhatsApp, and learning new tools (Hospitable, Airbnb/VRBO dashboards, Canva).
Strong organizational skills and a genuine eye for detail.
Reliable computer, stable high-speed internet, and a backup power/internet plan.
Able to work US business hours — [FILL IN your window, e.g. Pacific/Central morning coverage; email s/reservations reviewed by 8:30 AM PST on login days].

NICE TO HAVE

Experience handling damage claims/refunds on Airbnb or VRBO.
Basic bookkeeping / invoice tracking.
Canva or guidebook/presentation design experience.

HOW TO APPLY

We read applications closely — please follow these steps exactly (this is our first test of your attention to detail):

-Start your message with the word "WHITEDOVE" so we know you read the full post.
-In 3–4 sentences, tell us about a time you caught a mistake or prevented a problem before it reached a customer in a past role.
-List the property management / booking tools you've used and your typical availability in US time zones.
-Record a 60–90 second video (Loom or phone is fine) where you: (1) introduce yourself briefly, and (2) answer this out loud — "A guest messages at 9 PM asking if they can have 20 extra visitors over for a party tomorrow. You're not sure of the rule and the owner is offline. Walk me through exactly what you'd do." We're listening for clear English and how you think, not a perfect script.

Applications that don't follow these steps won't be reviewed. We're excited to find someone great to grow with us long-term.