Experienced Airbnb Operations VA (Full-Time)

OVERVIEW:
Cartiall Homes manages short-term rental and serviced accommodation properties across London. We are searching for an experienced Short-Term Rental Operations VA (full-time) with 2+ years of Airbnb or short-term rental management experience to run the day-to-day of our portfolio: guest services, turnovers, admin and landlord queries.

You will own one outcome: every guest gets a fast, accurate reply and every stay runs smoothly. Once a property is live, you keep it running. You will also create and publish new listings when we take on a property. We trust you to run this without being micromanaged.

TASKS:
Guest Services
● Replying to guest messages across Airbnb, ---------- and other platforms
● Chasing guest reviews
● Handling guest complaints professionally
● Sending upsell offers (early check-in, late check-out, etc.)
● Handling direct bookings
● Managing damage and other claims through the platforms

Turnovers
● Coordinating cleaning and laundry for every stay, and confirming each clean is done before the guest arrives
● Making sure consumables are stocked
● Logging maintenance issues and following them up until resolved

Admin
● Optimising listings (titles, descriptions, photos)
● Keeping the expense log up to date
● Updating the metrics dashboard
● Updating the task list

Landlords
● Responding to day-to-day landlord queries and escalating anything bigger

Onboarding New Properties
● Creating and publishing new listings from scratch

Note: this is the core of the role, not the limit of it. Additional tasks will be added as we grow.

OUR STANDARDS:
● Guests get a reply within 15 minutes
● Every clean is confirmed before the guest arrives
● Every issue is logged, even if it is fixed
● Anything you cannot solve is escalated the same day, not left in the inbox

REQUIREMENTS:
● Minimum 2 years of experience in Airbnb or short-term rental management (required)
● References from a previous employer (required)
● Hands-on experience creating and optimising Airbnb listings
● Experience handling guest messaging, reviews, complaints and damage claims
● Speak & write in fluent English (Native English Level)
● Comfortable working with spreadsheets, dashboards and task trackers
● Organised, proactive and calm under pressure
● Reliable internet connection and a quiet workspace
● Available full-time, Monday to Saturday

PROVIDED:
● A written SOP and short screen recording for every task
● Recurring daily tasks, so you know exactly what to do when you log on
● Honest feedback, real ownership of the role, and room to grow as we add more properties
● Pay on time, every time

HOURS: Full-time, 45 hours/week, Monday to Saturday UK time

RATE: $900 per month

HOW TO RESPOND:
1. Reply to this job posting with your CV and the contact details of at least one previous employer who can act as a reference.

2. Start your response with the word “Guest-first”. Why? This lets us see who is actually paying attention.

3. Answer these questions in your response:
● How many properties have you managed, and on which platforms?
● A guest messages at 9pm saying they cannot get into the property. What do you do?
● A guest checks out and the cleaner reports damage. Walk us through your next steps.
● Which shift are you applying for, and when could you start?

Applications without these answers will not be reviewed.