Guest and Reservations Agent (VA) - WFH

Cloudstaff Pty; Philippines; Remote; PHP 220,000 - 317,000; Full time

Job summary

Cloudstaff is seeking a proactive guest relations specialist to join our remote VA team. You will manage the full guest journey—from pre-arrival to post-stay—across our short-term rental properties, coordinating with cleaning teams and handling inquiries via Airbnb, Booking.com, Vrbo, and email.

Strong written English, the ability to work independently within clear SOPs, and reliability for high-volume multi-property operations are essential.

Qualifications

• Experience managing guest communications across OTAs (Airbnb, Booking.com, Vrbo).
• Strong written English for warm, clear, brand-appropriate communication.
• Ability to manage high volume across multiple properties simultaneously.
• Hands-on OTA platform experience and property management system familiarity.
• Comfort working with SOPs, checklists and escalation frameworks.
• Reliable remote availability with disciplined work habits.

Responsibilities

• Manage all guest communications across Airbnb, Booking.com, Vrbo, and email
• Coordinate check-in and check-out, including access, arrivals, and departures
• Complete daily operational checks — payments, bonds, arrival info, check-in forms
• Vet new bookings — ID verification, screening, flagging at-risk reservations
• Liaise with cleaning teams for turnovers, issues, and last-minute changes
• Monitor and flag guest reviews across all OTAs platforms
• Log incidents, complaints, and notable guest behaviour accurately
• Escalate maintenance issues, refund requests and disputes — never act independently

Skills

Airbnb/Booking/Vrbo experience

Written English

Multi-property management

Remote work discipline

SOPs & escalation frameworks

Daily ops checks & guest vetting

Tools

Resly or similar PMS

Job description

You will be the first point of contact for guests across our short-term rental portfolio. Working remotely within our VA team, you will manage the full guest journey — from pre-arrival through to post-stay — across multiple properties and brands. This role requires flexibility, strong written communication, and the ability to work independently within clear SOPs and escalation protocols.

KEY RESPONSIBILITIES

• Manage all guest communications across Airbnb, Booking.com, Vrbo, and email
• Coordinate check-in and check-out, including access, arrivals, and departures
• Complete daily operational checks — payments, bonds, arrival info, check-in forms
• Vet new bookings — ID verification, screening, flagging at-risk reservations
• Liaise with cleaning teams for turnovers, issues, and last-minute changes
• Monitor and flag guest reviews across all OTAs platforms
• Log incidents, complaints, and notable guest behaviour accurately
• Escalate maintenance issues, refund requests and disputes — never act independently

REQUIREMENTS

• Australian STR company experience — essential
• Hands-on OTA platform experience (Airbnb, Booking.com, Vrbo)
• Property management system experience (Resly or similar)
• Professional written English — warm, clear, brand-appropriate
• Able to manage high volume across multiple properties simultaneously
• Reliable AEST availability and strong remote work discipline
• Experience with daily ops checks, guest vetting, and cleaner comms
• Comfortable working within SOPs, checklists, and escalation frameworks