Short Stay Virtual Assistant - experience required

About us

We’re a Melbourne-based, family-run short-stay property management business. We manage high-quality homes and apartments and focus on fast communication, clear systems, and consistently high guest standards.

Role overview

This is a time-sensitive operations role. You’ll start with guest messaging and daily support, then progress into owner communications, listing development, onboarding processes, and cleaning team management. As you become confident in our systems, the role expands into bookkeeping support and new business development support.

Roster – Philippines Time

Monday: 5:00 AM – 1:30 PM
Tuesday: 1:00 PM – 9:30 PM
Wednesday: 1:00 PM – 9:30 PM
Thursday: Off
Friday: Off
Saturday: 5:00 AM – 1:30 PM
Sunday: 5:00 AM – 1:30 PM

Key responsibilities (phased)

Phase 1 - Guest messaging & daily operations

Respond to guest messages across ---------- /VRBO (pre-stay, in-stay, and post-stay)

Handle common requests: early check-in/late check-out, parking, access issues, date changes (per policy), lost items, and general questions

Escalate urgent issues quickly (e.g., lockouts, safety concerns, urgent maintenance, noise complaints) following our SOPs

Send check-in/check-out instructions and ensure guests have clear access details

Maintain accurate notes and task updates in our systems

Phase 2 - Owner messaging, listings, onboarding & cleaning team management

Owner communication

Reply to owner enquiries and keep owners updated on performance, maintenance, and next steps

Request approvals for quotes and improvements, and ensure decisions are documented

Listing development

Draft and improve listing titles, descriptions, and key selling points

Update amenities, house rules, guidebooks, and check-in information for accuracy

Coordinate photography tasks and ensure listings meet platform standards

Support pricing and calendar rule updates (training provided)

Onboarding processes

Follow our onboarding checklist from new lead to go-live

Collect required property information (access, Wi?Fi, parking, rubbish, linen counts, manuals, etc.)

Build and maintain house manuals, checklists, and SOPs using our templates

Cleaning team management

Schedule cleans based on bookings and communicate changes promptly

Track cleaner reports, quality issues, linen changes, and restocking requirements

Escalate and resolve cleaning standards issues using our internal process

Phase 3 - Bookkeeping & business growth

Assist with bookkeeping admin: invoice tracking, receipt organisation, and basic reconciliations (training provided)

Support owner statements and tracking of reimbursable expenses

Help with new business development: lead follow-up, pipeline tracking, proposal packs, and basic research

Maintain internal trackers and ensure tasks progress to completion

Tools & systems (nice to have / willingness to learn)

Airbnb, ---------- , VRBO (and/or a channel manager such as Hostaway, Guesty, or Lodgify)

Notion, Dropbox, Email

WhatsApp for team coordination

Google Sheets / Excel

Canva or basic design skills are a bonus

What we’re looking for

Excellent written English and a warm, professional tone

Strong attention to detail and ability to follow SOPs

Calm under pressure with good judgement and clear escalation decisions

Highly reliable during rostered hours

Proactive problem-solving and strong task ownership

Performance indicators

Fast response times and consistently high-quality messaging

Constant 5 star guest reviews

Minimal booking errors and no missed guest messages

Accurate cleaner scheduling and clear handovers

Clean, complete onboarding outputs with no gaps

Clear internal notes and task updates