IMPORTANT: PLEASE READ BEFORE APPLYING
This is not a general Virtual Assistant position.
We are specifically seeking candidates with experience in hospitality, hotels, vacation rentals, guest services, reservations, travel operations, property management, or customer support roles involving direct customer interaction.
Candidates without relevant hospitality, hotel, guest-service, reservation, travel, or accommodation-industry experience will generally not be considered.
This position requires daily communication with U.S.-based guests via phone, email, text message, and booking platforms. Strong spoken and written English is mandatory.
About the Role
We are seeking a highly detail-oriented, analytical, and proactive Vacation Rental Operations Coordinator to manage the day-to-day operations of multiple vacation rental properties across the United States.
This role is responsible for ensuring smooth guest experiences, accurate reservation management, operational excellence, payment tracking, cleaning coordination, and property readiness.
The ideal candidate thrives in a fast-paced environment, is highly organized, enjoys solving problems, and has prior experience handling customers or guests remotely.
Key ResponsibilitiesReservations & Guest Management
- Manage new, modified, and canceled reservations across Airbnb, VRBO, Booking.com, Expedia, and direct booking channels
- Maintain accurate reservation information within the Property Management System (PMS)
- Verify guest information, occupancy limits, and reservation details
- Monitor upcoming arrivals and departures
- Process booking modifications, extensions, and special requests
- Maintain detailed reservation notes and operational records
Guest Communication & Customer Service
- Communicate with guests before, during, and after their stay
- Handle guest inquiries via phone, email, text message, and booking platform messaging systems
- Resolve guest concerns professionally and efficiently
- Manage escalations and urgent guest issues
- Provide excellent customer service while enforcing company policies
- Maintain accurate communication records
Check-In Coordination
- Ensure all guests receive accurate check-in instructions
- Verify smart lock access codes for every reservation
- Monitor same-day arrivals and departures
- Confirm property readiness before guest arrival
- Coordinate check-in issues when necessary
Cleaning & Property Operations
- Schedule and coordinate cleaning teams
- Track cleaning completion and inspection reports
- Maintain operational cleaning logs
- Monitor property readiness and maintenance-sensitive items
- Coordinate with cleaners and maintenance vendors
- Follow up on outstanding operational tasks
Payments & Financial Tracking
- Ensure all reservations within the next 30 days are fully paid
- Monitor pending payments across booking platforms
- Track and update payment status
- Assist with payout reconciliation and reporting
- Identify payment discrepancies and escalate when required
Daily Operations & Reporting
- Perform daily operational audits
- Track arrivals, departures, cancellations, and extensions
- Monitor operational dashboards
- Update internal tracking systems
- Identify operational issues proactively
- Prepare end-of-day reports
Guest Reviews & Reputation Management
- Leave guest reviews after checkout
- Respond to guest feedback professionally
- Encourage satisfied guests to leave reviews
- Help maintain excellent ratings across all booking platforms
Required Qualifications
- ExperienceMandatory
- Bachelor's Degree
Minimum 2 years of experience in one or more of the following:
- Hospitality
- Hotel Operations
- Hotel Reservations
- Guest Services
- Vacation Rentals
- Travel Industry Operations
- Property Management
- Customer Support with significant phone-based customer interaction
- Experience handling customers or guests remotely through phone, email, chat, or messaging platforms
- Experience working in customer-facing roles requiring problem solving and conflict resolution
Preferred
- Experience with Airbnb, VRBO, Booking.com, Expedia, or similar platforms
- Experience with Beds24 or other Property Management Systems (PMS)
- Experience supporting U.S.-based customers
- Experience working night shifts
Skills Required
- Excellent spoken English (mandatory)
- Excellent written English (mandatory)
- Strong customer service skills
- Strong analytical and problem-solving ability
- Advanced Excel skills
- Excellent organizational skills
- Ability to multitask effectively
- Strong attention to detail
- Ability to work independently with minimal supervision
- Ability to perform under strict deadlines
Work Schedule (Strict Requirement)
This is a fixed-schedule night-shift position supporting U.S. operations.
Working Hours
- 10 hours per day
- 6 days per week
- Fixed night shift
- Shift starts at 9:30 PM IST
- Full availability required throughout the shift
- This is not a flexible-hours position
Applicants who cannot commit to the required schedule should not apply.
Work-From-Home Requirements
- Dedicated home office with minimal distractions
- Reliable high-speed internet connection
- Backup internet connection required
- Backup power solution required (UPS, inverter, generator, etc.)
- Computer capable of running multiple applications simultaneously
- 2–3 monitor setup preferred
- Ability to remain connected via Zoom and internal communication tools throughout the shift
Hiring Process
- Application Review
- English Communication Assessment
- Excel & Analytical Assessment
- Operations Interview
- Final Management Interview
Applicants may be asked to submit a short audio or video introduction demonstrating spoken English proficiency.
Compensation
₹40,000 – ₹80,000 per month
Compensation will be based on:
- Relevant hospitality experience
- English communication skills
- Analytical ability
- Customer service experience
- Operational experience
Screening Questions
- Describe your experience in hospitality, hotels, vacation rentals, guest services, reservations, travel operations, or property management.
- Have you handled customers or guests remotely through phone, email, chat, or messaging platforms? Please describe your experience.
- How many customer or guest interactions did you typically handle per day in your previous role?
- Describe a difficult customer situation you resolved successfully.
- Rate your spoken English communication skills from 1–10 and explain why.
- Are you comfortable speaking with U.S.-based guests on the phone daily?
- What is your internet speed (download/upload)?
- What backup internet solution do you have?
- What is your backup power plan during an outage?
- Describe your home office setup.
- What software systems, PMS platforms, CRMs, or operational tools have you used?
- Are you available to work a fixed night shift starting at 9:30 PM IST, 10 hours per day, 6 days per week?
- Can you commit to full-time availability during shift hours with no side jobs or conflicting commitments?
- Are you comfortable working in a highly structured environment with strict daily deadlines and accountability?
Job Type: Full-time
Work Location: Remote
Shift Required: Night Shift
Pay: ₹25,000.00 - ₹60,000.00 per month
Benefits:
Application Question(s):
- This role requires a fixed schedule of 9:30 PM IST start time, 10 hours per day, 6 days per week. Are you able to commit to this schedule for at least the next 12 months?
- Do you currently have at least 2 years of experience in hospitality, hotel operations, guest services, reservations, travel operations, vacation rentals, or customer support involving daily customer interaction? Explain your experience.
- Do you have a dedicated workspace where you can take calls without background noise or interruptions?
- Do you currently have a backup power solution (UPS/Inverter/Generator) available for power outages?
- Which of the following best describes your most recent role?
Hotel Front Desk
Hotel Reservations
Guest Services
Vacation Rental Operations
Airbnb / Property Management
Travel Industry
Customer Support / Call Center
Virtual Assistant
Other
- What percentage of your previous job involved direct customer communication?
Less than 25%
25%-50%
50%-75%
More than 75%
- Record a 60-90 second voice note answering:
"Tell us about your most recent customer-facing role, how many customers you interacted with daily, and why you believe you are a good fit for this position."
Applications without a voice recording will not be considered.
- A guest sends this message at 11:00 PM:
"The hot tub is not heating up and we are very disappointed. We specifically booked this cabin because of the hot tub."
Write the exact response you would send to the guest.
- Which of the following have you personally used in Excel?
VLOOKUP/XLOOKUP
Pivot Tables
Conditional Formatting
SUMIFS
INDEX/MATCH
Data Validation
Filtering & Sorting
None of the Above
- A guest owes $1,250 for a reservation arriving in 7 days. They have paid $500. How much remains due?
- To confirm you have carefully read the job description, begin your answer with the words:
"Guest Experience Matters"
Then tell us:
Your current city
Your internet speed
The number of monitors in your workspace
- What is your expected monthly salary for this role?
Work Location: Remote
