Hospitality and Short-Term Rental Specialist

Airbnb Virtual Assistant | Quality Analyst | Hospitality Support Specialist

I am an experienced Virtual Assistant with over 2 years of hands-on experience in Airbnb operations and quality assurance. I specialize in short-term rental guest support, platform compliance, and content moderation. I thrive in fast-paced, high-volume environments where clear communication, accuracy, and initiative are essential.

I also utilize AI assistance to enhance the accuracy and effectiveness of my communication, especially for handling Airbnb disputes, review removal requests, and damage claims. This allows me to present well-structured, professional messages that align with platform policies and improve case outcomes.

Core Skills & Responsibilities:
Airbnb & Short-Term Rental Operations
Guest communication and real-time support via chat and messaging platforms
Coordination of guest check-ins/check-outs and vendor dispatch (cleaners, handymen, Maintenance)

Handling review removals, damage claims, and case escalations with Airbnb Support (including Level 2 and Case Manager interaction)
Utilize AI tools to draft formal dispute communications and increase resolution success rate

Familiarity with tools such as Guesty, Hostaway, HelloHost.ai, Enso Connect, and OpenPhone
Creating and managing listings on Airbnb and VRBO
Drafting SOPs and documentation for internal operations and guest-facing instructions
Monitoring lock systems, smart tech devices, and preventive maintenance schedules
Submitting and tracking i----------- reports and resolution workflows

Quality Analyst Duties
Review and moderate pictures and videos to filter inappropriate content in compliance with platform policies

Conduct quality audits and recommend process improvements
Test moderation workflows to ensure alignment with updated quality standards
Prepare and refine user experience documentation and process maps
Participate in client meetings to stay informed on evolving community guidelines
Perform product research and competitive analysis to support feature enhancement

Tools & Platforms
Airbnb | Hostaway | Guesty | VRBO | Keycafe| Breezeway | GoLogin
Slack | ----------- | Enso Connect | Schlage App|HelloHost.ai | Canva | Zoom | AI-powered writing tools | Chat Support Portals