Guest Services and Operations Assistant

Sourcefit

Guest Services and Operations Virtual Assistant responsible for managing guest communications and operational issues for premium short-term vacation rentals. Collaborate with teams to ensure smooth guest experiences.

Posted 4/11/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage guest communication across active reservations and respond promptly to inquiries, requests, and concerns
Provide clear, warm, and reassuring communication, especially during delays or service disruptions
Support guest check-ins and check-outs, including handling early/late requests within guidelines
Assist guests with access issues, navigation, gate entry, parking, and property-related concerns
Ensure all guests receive complete and accurate pre-arrival information (instructions, codes, directions, parking, etc.)
Oversee same-day turnovers and exercise strong judgment in identifying and addressing potential delays
Communicate realistic check-in timelines to guests when necessary to manage expectations
Coordinate closely with housekeeping to ensure turnovers are completed on time and to standard
Follow through on all housekeeping and maintenance tasks—not just assigning, but confirming acknowledgment, tracking progress, and ensuring completion
Communicate special cleaning requirements, damage reports, missing items, and maintenance issues
Ensure all issues are acknowledged, timelines are confirmed, and updates are tracked through resolution
Log and document all maintenance concerns, guest complaints, and operational issues requiring follow-up
Provide timely updates and reassurance to guests during cleaning or repair delays
Review overnight messages, new bookings, reservation changes, and guest inquiries
Maintain strong awareness of property status, including arrivals, departures, and ongoing issues
Develop familiarity with property-specific details, including access procedures, parking, and unique property requirements
Utilize property management systems (e.g., Hostaway) to manage reservations, guest communication, and operational workflows
Adapt quickly to internal tools and communication platforms (e.g., Slack or similar systems) to ensure seamless coordination with the team
Support phone-based guest communication where calls may be routed during active shifts
Operate independently and apply sound judgment in resolving issues
Escalate only critical issues such as safety concerns, access failures without workaround, major system failures, or guest escalation risks

Requirements

What you’ll need

Strong written and verbal English communication skills
Experience in customer service, hospitality, property management, virtual assistance, or operations coordination
Ability to communicate warmly, professionally, and calmly under pressure
Strong attention to detail with excellent task tracking and follow-through
Proven ability to manage multiple priorities in fast-paced environments
Strong problem-solving skills with a solution-oriented mindset
Ability to work independently and make decisions within defined guidelines
Willingness to work a split shift schedule aligned to Hawaii time
Comfortable handling real-time guest support and operational coordination
Tech-savvy and able to quickly learn new systems and tools

Benefits

Comp & perks

Remote work flexibility

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

property managementcustomer serviceoperations coordinationtask trackingproblem-solvingguest communicationcheck-in/check-out processesmaintenance trackingservice disruption managementattention to detail

Soft Skills

written communicationverbal communicationwarm communicationprofessionalismcalmness under pressureindependencedecision-makingadaptabilitymulti-taskingsolution-oriented mindset