Virtual Assistant & Airbnb Guest Experience Specialist – Short‑Term Rental Operations, Customer Support & Property Management (Contract‑to‑Hire)

About arenaflex arenaflex is a fast‑growing leader in the short‑term rental industry, managing a portfolio of unique homes and boutique apartments across vibrant neighborhoods in the United States. Our mission is to turn every stay into a memorable experience by blending cutting‑edge technology with heartfelt hospitality. As a remote‑first organization, we empower our team members to work from anywhere while delivering world‑class service to guests worldwide. If you thrive in a dynamic, tech‑savvy environment and love solving problems before they even arise, you’ll feel right at home at arenaflex. Why This Role Matters Our guests expect seamless, personalized service from the moment they book until they check out. As a Virtual Assistant & Airbnb Customer Support Specialist, you will be the front line of that experience. You’ll manage property‑related communications, coordinate housekeeping teams, and ensure that every guest interaction reflects arenaflex’s commitment to excellence. Your ability to respond quickly, think creatively, and maintain meticulous attention to detail will directly influence our guest satisfaction scores and online reputation.

Key Responsibilities

Guest & Reservation Management

• Monitor all incoming guest inquiries across Airbnb, Vrbo, direct booking platforms, and email, responding within the industry‑standard 1‑hour window.
• Process reservations, confirm bookings, and provide guests with accurate, up‑to‑date information about property amenities, local attractions, and neighborhood guidelines.
• Maintain a detailed guest database, tracking preferences, special requests, and any issues that arise during a stay.

Virtual Property Management

• Oversee the digital aspects of each property, including calendar synchronization, pricing adjustments, and listing updates.
• Collaborate with the marketing team to craft compelling property descriptions and high‑impact visual content.
• Ensure compliance with local regulations, safety standards, and arenaflex’s internal policies.

Housekeeping & Cleaner Coordination

• Schedule cleaning crews, conduct pre‑arrival inspections, and verify that each unit meets our pristine standards before guests check in.
• Act as the primary point of contact for cleaners, handling any last‑minute changes, supply needs, or emergency situations.
• Maintain a clean‑room inventory system, tracking linens, toiletries, and consumables to guarantee seamless turnover.

Issue Resolution & Guest Advocacy

• Address guest concerns—ranging from minor inconveniences to urgent maintenance problems—with a target resolution time of under three hours.
• Escalate complex issues to the appropriate internal teams while keeping the guest informed throughout the process.
• Document each incident, identify root causes, and propose process improvements to prevent recurrence.

Success Metrics

• Maintain a response rate of 95% or higher to all guest inquiries within the first hour.
• Resolve 90% of guest issues within the three‑hour target window.
• Contribute to an overall property rating of 4.8 + stars on major booking platforms.
• Achieve a cleaning crew satisfaction score of 4.5 + out of 5, reflecting clear communication and efficient scheduling.

Essential Qualifications

• Minimum of 2 years experience in customer service, preferably within vacation‑rental, hospitality, or hotel environments.
• Demonstrated ability to work during standard U.S. business hours (EST‑PST) while remaining flexible for occasional off‑hour guest needs.
• Proven track record of handling high‑volume guest communications with professionalism and empathy.

Preferred Qualifications & Skills

• Hands‑on experience with Airbnb’s host dashboard, messaging tools, and resolution center.
• Comfortable navigating multiple technology platforms simultaneously (e.g., property management systems, communication apps, scheduling software).
• Exceptional written and verbal English proficiency, with a keen eye for grammar, tone, and clarity.
• Fast typing speed (minimum 70 wpm) with high accuracy, enabling rapid response to guest messages.
• Strong problem‑solving mindset: ability to think on your feet, propose creative solutions, and act independently.
• Conflict‑resolution experience, demonstrating calmness under pressure and the capacity to de‑escalate tense situations.
• Tech‑savvy: familiarity with cloud‑based tools (Google Workspace, Slack, Asana, Zapier) and a willingness to adopt new software quickly.

Core Competencies for Success

• Attention to Detai

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