Guest Services Virtual Assistant

About the Company

Fresh Air Holidays is a fast-growing holiday home management business focused on creating excellent guest stays across England’s South Coast. The company oversees more than 140 holiday homes and partners closely with property owners to keep operations smooth and holidays enjoyable.

Role Summary

This remote position is suited to someone who is friendly, highly organised, and comfortable handling guest-facing support by phone. You will be among the first people guests and operational teams speak with, so the role calls for a calm manner, strong communication, and the ability to solve problems quickly and professionally.

Alongside guest support, you will help the UK team with general administration, manage communications, and assist cleaning teams with everyday operational questions. It is a busy and varied role where professionalism and sound judgement matter every day.

Guest Communication and Phone Support

• Take incoming guest calls in a confident, courteous, and professional way.
• Support guests before arrival, during their stay, and after checkout.
• Reply quickly and appropriately across Airbnb, Booking.com, email, WhatsApp, and other messaging channels.
• Provide a steady, customer-focused response when issues arise.
• Pass urgent matters to the relevant UK team members when escalation is needed.

Issue Handling

• Help resolve common guest concerns such as heating, hot tubs, Wi-Fi, access details, and general property questions.
• Work with cleaners, maintenance staff, and property owners to close out guest issues efficiently.
• Keep guests informed until the matter is fully resolved.

Support for Cleaning Operations

• Serve as a contact point for cleaning teams and assist with their operational questions.
• Help coordinate arrivals, departures, changeovers, and property issues flagged during cleaning.
• Support cleaners with information access and raise maintenance concerns where necessary.

Reviews and Feedback

• Track, review, and respond to guest feedback on Airbnb, Booking.com, and Google Reviews.
• Spot repeated themes in feedback and recommend service improvements.

Reservations and Administration

• Confirm that bookings have been paid in full and follow up on any outstanding balances.
• Review reservations to make sure guest details are complete and accurate.
• Maintain internal systems, spreadsheets, and property records.
• Help create and update property guides, welcome packs, and other guest-facing documents.
• Assist the UK team with day-to-day admin tasks and project work as needed.

Candidate Profile

The ideal applicant is fluent in spoken and written English, communicates clearly over the phone, and is comfortable dealing with a high volume of calls. A warm, approachable personality and the ability to build good relationships with guests and coworkers are important.

Experience in customer service, hospitality, travel, or holiday rentals is preferred. You should be highly organised, able to juggle multiple priorities, and confident solving problems while staying composed under pressure. Comfort with booking platforms, spreadsheets, and digital communication tools is also essential.

This role suits someone who works well on their own, adapts easily to changing priorities, and contributes positively to a team even in a fast-moving environment.

Working Schedule

The job follows UK business hours from 12:00 pm to 8:00 pm, Tuesday through Saturday. In Philippine time, the schedule runs Tuesday to Saturday from 7:00 pm to 3:00 am, with the end day moving to the following morning.

Because the UK switches between British Summer Time and Greenwich Mean Time, Philippine working hours will shift by one hour when daylight saving time changes. Applicants need to be flexible and willing to work evening and overnight shifts in the Philippines.

Benefits

• 100% remote work arrangement.
• Opportunity to join a growing and ambitious holiday rental business.
• Supportive, friendly, and collaborative team culture.
• A varied role with real responsibility and day-to-day variety.
• Training and development support.
• Scope for career growth as the company expands.

Requirements

• Reliable internet access and an appropriate home working setup.
• A quiet workspace suitable for telephone work.
• Strong spoken English and a polished telephone manner.
• Ability to work independently and manage guest and operational calls with confidence.