Virtual Assistant & Airbnb Guest Experience Specialist – Remote Short‑Term Rental Operations (Contract‑to‑Hire)

About careerzynith – Pioneering the Future of Short‑Term Rentals careerzynith is a fast‑growing leader in the short‑term rental industry, delivering unforgettable stays to travelers across the United States. Our portfolio spans vibrant city apartments, cozy mountain cabins, and beachfront villas, each curated to provide a seamless blend of comfort, local flavor, and premium service. As we expand our footprint, we are seeking a highly motivated Remote Virtual Assistant who will become the front‑line ambassador for our guests, ensuring every interaction reflects careerzynith’s commitment to excellence. Why This Role Matters In the dynamic world of vacation rentals, guest satisfaction is the engine that drives repeat bookings, glowing reviews, and sustainable growth. As a Virtual Assistant & Airbnb Customer Support Specialist at careerzynith, you will be the trusted liaison between our guests, property owners, and service teams. Your ability to manage reservations, coordinate housekeeping, and resolve issues quickly will directly influence our brand reputation and revenue performance.

Key Responsibilities

Guest & Reservation Management

• Monitor and respond to all guest inquiries across Airbnb, Vrbo, Booking.com, and other platforms within a 2‑hour window.
• Process new reservations, confirm bookings, and ensure accurate calendar synchronization for each property.
• Provide detailed pre‑arrival information, including check‑in instructions, local attractions, transportation options, and house rules.
• Maintain a personalized touch by sending welcome messages, answering follow‑up questions, and offering tailored recommendations.

Virtual Property Management

• Oversee the end‑to‑end virtual management of each listing, ensuring descriptions, photos, and amenities are up‑to‑date.
• Collaborate with the property‑owner liaison team to verify property details, pricing strategies, and seasonal promotions.
• Audit listings for compliance with platform policies and local regulations, promptly addressing any violations.

Housekeeping & Service Coordination

• Schedule cleaning crews, coordinate turnover times, and verify that each property meets careerzynith’s high‑standard cleanliness checklist.
• Communicate any special guest requests (e.g., extra linens, baby equipment, stocked pantry) to the housekeeping and supply teams.
• Track inventory of consumables and amenities, initiating re‑orders to avoid stockouts.

Issue Resolution & Conflict Management

• Act swiftly to resolve guest concerns—ranging from Wi‑Fi outages to maintenance emergencies—within a 3‑hour SLA whenever possible.
• Escalate complex problems to the appropriate internal specialists while keeping the guest informed of progress.
• Document each incident in careerzynith’s CRM system, identifying trends that can inform process improvements.

Success Metrics

• Response Time: Maintain an average initial response time of under 2 hours for all guest communications.
• Resolution Speed: Close 95% of guest issues within 3 hours or less, demonstrating a high sense of urgency.
• Guest Satisfaction: Contribute to an overall property rating of 4.8 + stars on major platforms.
• Operational Accuracy: Achieve 99% calendar accuracy and zero double‑booking incidents.

Required Qualifications

• Minimum 2 years of professional customer service experience, preferably in hospitality or vacation‑rental environments.
• Demonstrated ability to work during standard U.S. business hours (Eastern to Pacific time zones).
• Proven track record of handling high‑volume guest communications with empathy and efficiency.
• Exceptional written and verbal English proficiency, with strong grammar and spelling skills.
• High typing speed (≥70 wpm) with a focus on accuracy.

Preferred Qualifications

• Direct experience supporting Airbnb hosts or managing Airbnb guest interactions.
• Comfort navigating multiple technology platforms (property‑management software, channel managers, CRM tools) and a quick learner of new systems.
• Prior exposure to conflict resolution, mediation, or dispute‑handling in a hospitality context.
• Familiarity with the U.S. short‑term rental regulatory landscape and local market nuances.

Core Skills & Competencies

• Tech Savvy: Proficiency with Google Workspace, Microsoft Office, Airbnb/VRBO dashboards, and property‑management software (e.g., Hostfully, Guesty).
• Attention to Detail: Ability to spot inconsistencies in listings, reservat