Guest Relations Virtual Assistant

Type Virtual / Remote Messaging only no phone calls

CLIENT is a luxury floating home company offering unique short-term rental experiences on stationary
docked vessels across East Coast U.S. waterfront markets including Baltimore Inner Harbor
Canton/Fells Point National Harbor (near Washington D.C.) Virginia Beach and Myrtle Beach. We
manage 15 distinctive properties each offering a premium waterfront stay unlike anything else in the
market.

The Day Shift Guest Relations VA exists to deliver fast clear and on-brand communication across the full
guest journey: pre-booking pre-stay in-stay and post-stay. This role protects the clients brand by
setting accurate expectations resolving routine questions efficiently and escalating issues early with
complete documentation to ensure nothing falls through the cracks between shifts.
Day Coverage VAs manage higher message volume and full lifecycle support including pre-booking
inquiries pre-arrival confirmations coordination with operations and cleaning teams and active in-stay
service recovery. The day role focuses on preventing issues clarifying expectations and driving
resolutions to completion.

What Success Looks Like
Guests receive timely responses (under 15 minutes) that reduce confusion and prevent issues.
Messages are consistently professional warm and aligned with CLIENT standards.
Routine questions are handled independently using SOPs and approved templates.
High-risk or complex issues escalate quickly with the right context to the right person.
Shift handoffs are complete and clear so follow-ups happen without guessing.
Managers can review performance through CLIENT Connect without micromanaging.

What You Own (Non-Negotiable)
Monitor all guest communication channels during your assigned shift.
Respond within SLA using approved frameworks and accurate property information.
Proactively confirm check-in essentials (arrival access key details) when needed.
Log every non-routine issue in CLIENT Signal with a clear summary and next step.
Complete CLIENT Handoff before shift ends including all open loops and priorities.

What You Support (But Do Not Decide)
Maintenance and operations coordination: gather details reassure guests escalate.
Guest dissatisfaction handling: empathy documentation escalation. No promises.
Policy exception requests: escalate for approval. Never confirm unilaterally.
Anything involving money refunds credits or liability: escalate immediately.

What You Never Do
Promise refunds discounts compensation or upgrades without approval.
Confirm policy exceptions (pets extra guests late checkout) without sign-off.
Admit fault or liability on behalf of CLIENT.
Handle safety incidents without immediate escalation.
Close out unresolved issues without documenting next steps.
Decision Authority

You can act independently on:
General FAQs: parking Wi-Fi check-in time amenities.
Standard check-in and check-out instructions using approved templates.
Basic troubleshooting (TV Wi-Fi reboot steps) when covered in SOP.

You must escalate immediately for:
Safety concerns: fire flooding injury threats break-in.
Access failures that block entry: lock malfunction missing keys.
Serious complaints threats of chargeback or legal language.
Refund credit or compensation requests of any kind.
Maintenance issues that impact habitability: HVAC failure no hot water sewage.

Key Responsibilities by Shift Phase
Start of Shift
Review the last CLIENT Handoff.
Check open CLIENT Signal items.
Identify priority guests: arriving today in-stay active issues late check-outs.
During Shift
Acknowledge messages quickly even when resolution takes time.
Use SOPs and templates before improvising.
Log issues as they happen not later.
Coordinate with the cleaning team on same-day bookings and turnaround feasibility.
Facilitate pre-booking inquiries quotes and direct booking support.
Confirm pre-arrival checklists: ID verification rental agreements Enso boarding pass.
End of Shift
Submit CLIENT Handoff with open loops status per issue escalation info next action and owner.
Ensure no active in-stay issue is undocumented.

Tools You Will Use
Tool Used For
Hostaway Reservations - guest messages calendar guest details notes
Enso Connect - Guest boarding pass upsells guidebooks automated messaging
Quo Primary - SMS and call platform for guest and team messaging
Airbnb - OTA guest messaging and reservation management
Airtable - ( CLIENT Connect) Shifts handoffs escalations QA onboarding
Slack - Internal communication and escalation
Minut - Noise and occupancy monitoring alerts
VicoHome - Security camera verification (escalation required)
Meta (IG/FB) - Social media DM and comment engagement
GHL (GoHighLevel) - Live chat guest messaging and CRM automation

How Performance Is Measured
Response time SLA adherence (day shift standard: under 15 minutes).
Tone and clarity consistency across all guest communications.
SOP adherence and template usage.
Escalation accuracy: right time right owner right context.
Handoff completeness: no open loops left undocumented.
QA score through CLIENT Standard (bi-weekly reviews target: 4.0 out of 5.0).

What Were Looking For
Must-Haves
Strong written English communication: warm clear and professional.
Availability during U.S. Eastern Time day hours: approximately 8:00 AM - 8:00 PM EST. Shift
must cover until overnight VA comes in. Sunday through Monday required; 2 days off are
negotiable.
Ability to manage multiple guest conversations simultaneously without losing quality.
Comfort working independently in a remote messaging-only environment.
High attention to detail and commitment to documentation.
Calm composed presence under pressure especially with difficult guests.

Nice to Haves
Experience in short-term rental hospitality or customer service roles.
Familiarity with Hostaway Airbnb Enso or similar hospitality platforms.
Experience using Airtable Slack or project management tools.
Comfort with AI-assisted tools and automated workflows.