Reservations Agent

Virtual Reservations Agent — Hotel or Vacation Rental Experience Required - VA experience with a strong background and experience using Streamline.

Company: Haustay Vacation Rentals
Location: Fully remote
Schedule: Monday–Sunday, Monday, Thursday, & Friday 8:00 AM–5:00 PM Tuesday & Wednesday 8am-9pm Saturday & Sunday 2pm-6pm
Compensation: $5.00 USD per hour, paid biweekly
Time Tracking: Hubstaff required

About Haustay

Haustay Vacation Rentals is a boutique vacation rental management company serving North County San Diego, California. We specialize in premium vacation homes, exceptional guest experiences, and attentive homeowner service.

We are a lean, growing team that values responsiveness, accountability, initiative, and professional hospitality. We are looking for a dependable team member who wants to build a long-term career with us.

About the Role

As our Virtual Reservations Agent, you will be a primary point of contact for guests, helping them from their first inquiry through their post-stay experience.

Reporting directly to the business owner, you will manage reservations, answer guest questions, coordinate with our operations team, and resolve concerns within established guidelines. This is an active, guest-facing position that requires sound judgment, attention to detail, and ownership of follow-through.

Previous experience in hotel reservations, hotel front desk operations, or vacation rental guest services is required.

Key Responsibilities

Guest Communication and Reservations

• Respond promptly and professionally to inquiries through Airbnb, Vrbo, ---------- , our direct website, SMS, email , and phone.
• Manage reservations, modifications, cancellations, and payment questions according to company policies.
• Provide accurate information about properties, availability, amenities, check-in procedures, policies, and local recommendations.
• Follow up on booking inquiries and identify appropriate upsell opportunities.
• Handle cancellation requests and disputes thoughtfully, protecting revenue while maintaining professional guest service.

Listing Quality Control

• Check listings for accurate amenities, descriptions, policies, and pricing.
• Flag discrepancies promptly and make authorized updates.

Operational Coordination

• Communicate new bookings, reservation changes, and special requests to cleaning and field teams.
• Escalate maintenance concerns and urgent guest issues promptly, with clear details.
• Maintain accurate reservation notes, task updates, and shift handoffs.
• Follow up on open issues to help ensure timely resolution.

Guest Experience and Issue Resolution

• Handle concerns calmly, professionally, and with empathy.
• Resolve issues within your authority and escalate situations that require approval.
• Follow up with guests to confirm their concerns have been addressed.
• Request post-stay reviews and assist with professional responses to guest feedback.

Required Qualifications

• At least one year of experience in hotel reservations, hotel front desk operations, or vacation rental reservations or guest services.
• Excellent written and spoken English, including clear, professional phone communication.
• Experience handling guest inquiries, reservation changes, and complaints.
• Strong organization, attention to detail, and problem-solving skills.
• Ability to manage multiple conversations and software systems accurately.
• Ability to work independently while following procedures and escalation guidelines.
• Reliable internet, a quiet workspace, and a backup plan for internet or power outages.
• High integrity and discretion when handling guest, homeowner, and company information.
• Availability for the full scheduled shift.
• Willingness to use Hubstaff for time tracking and activity monitoring during working hours.

Preferred Software Experience

Experience with the following is helpful, but not required:

• Streamline PMS
• Breezeway
• RingCentral
• Airbnb, Vrbo, and ---------- dashboards
• Slack
• Hubstaff

Training on our systems and procedures will be provided. Applicants should already have a foundation in hotel or vacation rental guest service.

Schedule and Work Expectations

• The schedule follows California local time, including daylight saving time changes.
• You must be available, responsive, and focused on assigned duties during scheduled working hours.
• Hubstaff is required for time tracking and activity monitoring.

Compensation and Benefits

• $5.00 USD per hour, paid every two weeks.
• Fully remote work with a consistent schedule.
• Long-term opportunity with room for growth.
• Direct training and mentorship from the business owner.
• Performance-based opportunities for pay increases and expanded responsibilities.
• 13th-month pay.
• Potential for additional shifts as the company grows.

Who Will Succeed Here

You will be a strong fit if you take initiative, communicate clearly, stay calm under pressure, and follow tasks through to completion. We value people who notice details, ask thoughtful questions, and take responsibility for the guest experience.

High performers may grow into reservations management, operations coordination, revenue management support, or team leadership roles.

How to Apply

Please submit:

1. A brief introduction explaining why you are a strong fit for Haustay.
2. Your résumé and a summary of your hotel or vacation rental experience, including the systems you have used.
3. A short example of a guest concern you handled and how you resolved it.
4. Your current internet speed and backup plan for internet or power outages.
5. Confirmation that you can work Monday–Sunday, Monday, Thursday, & Friday 8:00 AM–5:00 PM Tuesday & Wednesday 8am-9pm Saturday & Sunday 2pm-6pm Pacific Time, including seasonal time changes.
6. Confirmation that you accept the $5.00 USD hourly rate, biweekly payment schedule, and required use of Hubstaff.
7. Your earliest available start date.

We are looking for someone dependable, detail-oriented, and ready to grow with Haustay over the long term.