STR / Airbnb Operations VA - MUST have Short-Term Rental experience - Fixed UK Morning Shift

DO NOT APPLY WITHOUT DIRECT SHORT-TERM RENTAL / AIRBNB EXPERIENCE.

Applications without STR experience will not be reviewed.

Operations Virtual Assistant - Short-Term Rental (Remote, UK Hours)

Company: Higgihaus Aparthotels
Location: Remote (Philippines based, working UK hours)
Hours: Full-time, 5 days a week, fixed shift: Friday to Tuesday, 7:00am to 3:00pm UK time (Sunday is a working day and is non-negotiable)
Pay: $3.50 - $4.00 per hour, depending on experience

ABOUT US

Higgihaus runs a portfolio of aparthotels across Bristol and Cardiff in the UK. We have spent seven years building an operation that runs on tight systems, good data, and a small team that trusts each other. We are not a giant call centre and we never will be. We are a lean operations team that takes guest experience and operational quality seriously.

You would be joining our remote operations team, working alongside our existing operations VA on the evening shift, with a daily overlap hour for handover and team connection. You will be trained directly by the founder and supported as you find your feet. This is a genuine team, not a set of people who only ever clock on when someone else clocks off.

THE ROLE

This is a front-line guest operations role at its core. Your main job is to deliver brilliant, responsive guest communications and keep the operation running smoothly across your morning shift. Much of our routine guest messaging is already handled by automation, so this is not a high-volume copy-paste job. It is about handling the situations that need a real person: judgement calls, live problems during a guest's stay, escalations, the occasional phone call, and keeping guests happy when things do not go to plan.

You need to be a genuinely good communicator. Warm, clear, calm under pressure. That part is non-negotiable because it is the heart of the job.

Beyond comms, we want a systems brain. Our operation runs on Hostaway, Airtable, PriceLabs and a stack of automations. You do not need to be a developer, but you do need to be the kind of person who asks why a problem keeps happening and fixes the cause, not just the symptom. For the right person there is a clear growth path into revenue management, data and automation work over time.

WHAT YOU WILL DO

- Own guest communications across your shift: enquiries, in-stay issues, escalations from our AI comms system
- Handle live operational problems: lockouts, cleaning issues, maintenance coordination with our UK team
- Take the occasional guest phone call in clear, confident English
- Monitor and action the daily operations picture: arrivals, departures, flags from our automated reports
- Keep our systems accurate: Hostaway, Airtable records, task tracking
- Spot recurring problems and raise them with the fix, not just the complaint

WHAT WE NEED FROM YOU

- Direct short-term rental / Airbnb industry experience
- Impeccable written English and confident spoken English on the phone
- Comfortable and reliable on the fixed Friday to Tuesday, 7am to 3pm UK shift, every week, including Sunday
- Strong tech proficiency: quick to learn new software, comfortable with AI tools
- Experience with a PMS (Hostaway ideal), Airtable or Asana, and ideally PriceLabs or Wheelhouse
- A root-cause mindset: you dig into why a problem keeps happening
- Reliable home setup: fast internet and a backup plan for power or connection outages
- Full-time and exclusive: no other employers alongside this role

WHAT YOU GET

- A stable, long-term full-time role with a team that has operated for seven years
- Trained directly by the founder, with real investment in your development
- A fixed shift, so your body clock and your life outside work stay predictable
- Genuine growth path into revenue management, data and automation for the right person
- A team culture built on trust and directness, not micromanagement

HOW TO APPLY

APPLY HERE (applications are ONLY accepted through this form):

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