ResidentFirst Property Management | Contractor Accommodation
Guest Experience VA
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Company Description
ResidentFirst Property Management | Contractor Accommodation specializes in fully managed, high-quality housing solutions for businesses, construction teams, and working professionals. The company provides flexible short- and long-term stays in fully furnished, ready-to-move-in properties located near key sites and business hubs. With a focus on hassle-free, cost-effective, and team-friendly accommodation, ResidentFirst helps companies reduce travel time, increase productivity, and improve comfort for their workforce. Clients benefit from a simple, fast booking process, dedicated responsive support, and scalable solutions for individuals and full teams. ResidentFirst is committed to reliable, consistent quality and comprehensive management so companies can depend on streamlined workforce housing for both short-term projects and ongoing needs.
ROLE DESCRIPTION
ResidentFirst Property Management is a UK-based serviced accommodation company managing short and mid-term lets for contractors and corporate clients across Sunderland and Durham. We're hiring our FIRST dedicated Guest Experience VA to own daily guest communications and platform admin across Airbnb, Booking.com, and our PMS (Hostaway).
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This is a part-time role to start (25 hrs/week, Mon–Fri, 11:00 AM–4:00 PM UK time / 6:00 PM–11:00 PM Philippine time) with a clear path to full-time as our portfolio grows. You'll cover guest check-outs and check-ins directly, keeping our response time under 15 minutes during your shift.
RESPONSIBILITIES
- Confirm same-day check-outs and monitor cleaner progress through to check-in-ready
- Process ChargeAutomation guest requirements: ID checks, rental agreements, damage deposits, upsells, amendments to bookings
- Own the 3pm check-in window — proactively confirm every guest checking in has everything they need before they arrive, including up-to-date lockbox codes, and resolve access issues as they come up
- Work consistently and directly with the cleaning team - confirming clean status, chasing delays, and flagging issues before they become check-in problems
- Handle guest messages across Airbnb, Booking.com, WhatsApp Business and the channel manager inbox - 15-minute response target during shift
- Contact Booking.com, Airbnb and other OTAs directly to cancel, amend, or request changes to reservations as needed
- Approve/decline upsells and flag special requests to cleaners
- Log and escalate maintenance issues
- List new properties on additional booking platforms as the portfolio expands
- Maintain weekly and monthly admin trackers (lockbox code changes)
- Send a clear, concise End-of-Shift report
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REQUIREMENTS
- Minimum 1 year experience in Airbnb / short-term rental guest communications (non-negotiable)
- Direct experience with a PMS — Hostaway experience strongly preferred (Guesty, Uplisting, Lodgify also considered)
- Experience directly contacting OTA support (Booking.com, Airbnb) to amend, cancel, or request reservation changes on a host's behalf
- Excellent English communication - both written and spoken, as you'll be messaging and speaking with UK guests and OTA support directly under our brand
- Reliable internet, backup power/data, and a quiet workspace for the full shift
- Comfortable working UK midday hours (11am–4pm UK / 6pm–11pm PH time)
FUTURE
ResidentFirst is growing, and we're planning to bring on an Operations Manager by the end of the year to oversee our VA team and day-to-day operations. This role will be filled from within wherever possible - VAs who stay with us and show strong ownership of their work will be first in line.
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