VA - Guest Communication & Operations @ Restay Homes

Hi!

My name is Nikita, I'm the founder of Restay Vacation Homes Rental - a short-term rental management company based in Dubai.

We manage 35+ furnished apartments in Dubai under sublease and property management, from studios to 3-bedrooms. We've held Airbnb Superhost status for the past year with a 4.8-4.9 rating across the whole portfolio, and we're adding units every month.

We're looking for one more VA to join our operations team.

WHAT THE JOB ACTUALLY IS

Communication is most of it. You'll be in our CRM, in Slack and on WhatsApp all day - talking to guests, cleaners, maintenance, contractors, suppliers and owners, and keeping our internal team informed. The rest is paperwork: passport and registration documents, DTCM, records, reports. Getting it right, and getting it finished.

Guest relations:

• Manage guest communication, inbound and outbound
• Coordinate check-in and check-out
• Handle issues during a stay and follow them through to a result, not just a reply
• Coordinate cleaners and suppliers via WhatsApp and Slack

Maintenance coordination:

• Log every reported issue and keep it visible until it's actually fixed
• Dispatch technicians, including after hours, and confirm the job was done
• Chase contractors and suppliers who go quiet
• Spot problems that keep coming back and say so

New unit launches:

• Coordinate a new apartment from handover to first booking - furniture delivery, installation, deep clean, photos, keys and access
• Handle the paperwork: DTCM registration, documents, listing setup across platforms
• Keep the owner and the internal team updated on where each unit stands

Operations and admin:

• Collect and process guest documents for registration - on time, every time
• Keep our CRM accurate: bookings, unit status, guest records
• Prepare and check reports and documents
• Escalate the right things to the senior team, and only the right things

Systems, as you grow into it:

• Write and maintain SOPs
• Improve how the team works, not just do the tasks
• Build simple automations between our tools

TWO THINGS MATTER MORE TO US THAN ANYTHING ELSE

You chase things until they're done.

Most of this job is waiting on other people - a guest who hasn't sent a document, a contractor who read your message and didn't answer, an owner sitting on an approval. Asking once is not doing the task. We need someone who tracks every open thread, notices who has gone quiet, and pushes again - politely, on a schedule, switching channel and escalating when it isn't working. Silence from the other side is not a finished task.

You check before you answer.

When a source contradicts what we've written, or something doesn't add up, stop and find out which is true rather than passing on the first answer you found. Being right matters more here than being fast, and one good question beats a confident wrong answer.

WHAT WE'RE LOOKING FOR

• You follow up. You have a real system for tracking what you're waiting on
• You verify. You notice when two sources disagree and you resolve it
• Fluent English, written and spoken - natural and clear, not translated-sounding
• You own tasks. You d ---------- what you can d ---------- and escalate what you can't
• Structured. You follow SOPs, and you write them when they're missing
• Accurate with detail - numbers, dates, documents
• Comfortable with CRMs, Google Sheets, Slack, WhatsApp

PREFERRED EXPERIENCE

• 6+ months in Airbnb operations or another short-term rental company
• 6+ months in a small team or startup
• Experience helping a company scale from 10 to 50+ units is a big plus
• Familiarity with guest communication, pricing tools, turnover coordination
• Experience writing SOPs or building team processes

WHAT WE OFFER

• $4-6/hour depending on experience
• Flexible workload, 40-60 hrs/week, 5-6 days - you tell us what suits you
• Direct work with the founder, fast decisions, no bureaucracy
• Opportunity to grow into Team Lead as we scale

HOW TO APPLY

We don't accept direct messages. Applications without a completed form are ignored.

The application has two parts:

Part 1 - a short form about you and your experience (about 10 minutes)
Part 2 - five real situations from our operations. You'll get the link right after you submit Part 1. You have 60 minutes from that moment, and we record how long it takes.

Part 2 has no trick questions and no perfect answers. We want to see how you think and how fast you get to a result.

Form: ----------

Looking forward to hearing from you!

Nikita