Property Management Assistant

Virtual Assistant Team; Idaho Falls (ID); Sur place; USD 42 000 - 54 000; Plein temps

Résumé du poste

Virtual Assistant Team in Idaho Falls is seeking a proactive Property Management Assistant to support two growing short-term rental businesses. You will handle guest communications, coordinate check-ins/outs, and liaise with cleaners and maintenance to ensure properties are ready for guest arrivals.

The ideal candidate has excellent written and spoken English, strong customer service, and the ability to prioritise tasks in a fast-paced environment.

Qualifications

• Exceptional written and verbal English communication.
• Professional, warm phone manner.
• Strong customer service and conflict resolution abilities.
• Excellent organisational and multitasking skills.
• Ability to prioritise tasks in a fast-paced environment.
• Strong decision‑making and independent work.

Responsabilités

• Answer and manage guest inquiries across channels.
• Coordinate check‑in and check‑out communications.
• Liaise with cleaners, maintenance, and contractors.
• Manage guest notes and booking records.
• Assist with owner communications and reporting.
• Support listing management, pricing, and availability monitoring.

Connaissances

English communication

Phone manners

Customer service

Conflict resolution

Organisational skills

Task prioritisation

Decision making

Independent work

Accountability

Ownership

Description du poste

"

Property Management Assistant

Full-time

AEST (Australian Eastern Standard Time)

We are seeking a proactive, highly organised, and customer-focused Property Management Assistant to support two growing short-term rental and property management businesses. This role is ideal for someone who thrives in a fast-paced environment, has excellent communication skills, and can confidently manage guest, owner, cleaner, and contractor interactions while exercising sound judgement and initiative.

Key Responsibilities

Guest & Customer Support

• Answer and manage incoming phone calls.


• Respond to guest enquiries across multiple booking channels.


• Manage guest communications before, during, and after stays.


• Coordinate check-in and check-out communications.


• Resolve guest concerns and complaints where possible before escalation.


• Handle lost property enquiries.


• Support refund, credit, or compensation requests within approved guidelines.

Property Operations

• Liaise with cleaners, maintenance providers, and tradespeople.


• Coordinate maintenance requests and follow up outstanding items.


• Organise contractor appointments and monitor completion.


• Follow up on cleaning, linen, and property readiness issues.


• Manage guest-reported damages and maintenance concerns.


• Update guest notes, booking records, and property information.

Administrative Support

• Monitor and respond to emails and inbox enquiries.


• Manage communications through Airbnb, Booking.com, Stayz/VRBO, and direct booking channels.


• Provide general administrative support across both businesses.


• Assist with owner communications where management decisions are not required.

Future Growth Responsibilities

• Owner reporting and communication.


• New property onboarding assistance.


• Listing management and optimisation.


• Pricing and availability monitoring.


• Invoice follow-up.


• Social media and marketing administration.


• Managing guest reviews.


• Reviewing future bookings for potential operational issues.

Working Hours

• Approximately 40 hours per week.


• Preferred schedule: Thursday to Monday, with Tuesday and Wednesday off.


• Flexible working structure focused on guest demand rather than traditional office hours.


• Availability to assist with occasional after-hours guest issues and emergencies under established procedures.

Skills & Experience

• Exceptional written and verbal English communication skills.


• Professional, warm, and confident phone manner.


• Strong customer service and conflict resolution abilities.


• Excellent organisational and multitasking skills.


• Ability to prioritise competing tasks in a fast-paced environment.


• Strong decision-making skills and ability to work independently.


• High level of accountability and ownership.

Desirable

• Experience in short-term rental or property management.


• Experience with Airbnb, Booking.com, Stayz/VRBO, or similar booking platforms.


• Familiarity with HomHero property management software.


• Experience coordinating contractors, cleaners, or maintenance providers.

Ideal Candidate Profile

The Successful Candidate Will

• Think beyond administrative support and act as an extension of the business.


• Remain calm under pressure and effectively de-escalate challenging situations.


• Demonstrate sound judgement when handling guest, owner, and operational issues.


• Know when to resolve issues independently and when escalation is required.


• Take ownership of day-to-day operations and contribute to reducing management involvement in routine matters.

Key Assessment Areas

Candidates Should Demonstrate Capability In Handling

• Unhappy guests.


• After-hours access issues.


• Cleaning delays affecting check-ins.


• Maintenance emergencies.


• Refund and compensation requests.


• Noise complaints and party concerns.


• Property damage reports.


• Priority management of multiple urgent issues simultaneously.

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