Smith Group Stays
Virtual Assistant
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Remote Virtual Assistant – Property Operations & Guest Management
Company
Smith Group Stays
Location
Remote
Type
Part-time initially, with opportunity to grow alongside the company
About Smith Group Stays
Smith Group Stays is a growing serviced accommodation and property management company operating across the Midlands, Bedfordshire and surrounding areas.
We specialise in professionally managed accommodation for contractors, corporate travellers, relocation clients, project teams and families requiring temporary accommodation.
Our focus is on building a scalable, professional property management operation with excellent guest service, strong systems and long-term relationships with property owners and partners.
As the portfolio grows, we are looking for a highly organised and proactive Virtual Assistant / Property Operations Assistant who can become an important part of the day-to-day running of the business.
The Role
This is a fully remote position.
You will work closely with the company director and assist with the daily operation of our serviced accommodation portfolio. The role will initially focus heavily on guest communication, reservations and administrative support, with additional responsibilities being introduced as you become familiar with our systems and processes.
We are looking for someone who is dependable, intelligent, organised and confident enough to take ownership of routine operational tasks without needing constant supervision.
Key Responsibilities
Your responsibilities will include:
- Responding professionally and promptly to guest enquiries before, during and after stays.
- Managing guest communication across Airbnb, Booking.com, direct bookings and other booking channels.
- Monitoring reservations, arrivals, departures and property availability.
- Using Guesty Pro and other property management systems to manage bookings and guest information.
- Making sure automated messages, check-in information and guest instructions are sent correctly.
- Following up with guests where additional information, identification, deposits or confirmation is required.
- Handling common guest questions and issues using company procedures and escalating more serious matters when necessary.
- Managing early check-in, late checkout and other guest upsell requests where appropriate.
- Encouraging repeat and direct bookings where suitable.
- Monitoring upcoming check-ins and checkouts to identify potential operational problems before they occur.
- Liaising with cleaners to confirm turnaround cleans, mid-stay housekeeping and property readiness.
- Coordinating access with cleaners, maintenance contractors and other service providers.
- Following up on maintenance issues and keeping records of outstanding work.
- Helping obtain quotations or organise contractors where authorised.
- Recording and organising photographs, invoices, receipts and supporting evidence relating to maintenance or damage claims.
- Assisting with Airbnb/OTA support cases and keeping clear records of correspondence where required.
- Keeping reservation, property and guest records accurate and up to date.
- Updating internal spreadsheets, trackers, task lists and operating systems.
- Helping maintain property information, house rules, check-in instructions and guest documentation.
- Assisting with new property onboarding as Smith Group Stays expands.
- Helping create and update property listings across booking platforms.
- Checking listing information, amenities, availability and restrictions for accuracy.
- Supporting the setup and management of additional booking channels and OTAs.
- Assisting with corporate, contractor, relocation and longer-stay enquiries.
- Following up enquiries and prospective bookings where appropriate.
- Helping prepare booking quotations and basic accommodation proposals.
- Assisting with owner/landlord reporting and organising information relating to property performance.
- Performing basic research relating to properties, suppliers, contractors, booking channels and business opportunities.
- Maintaining organised digital files and company documentation.
- Completing follow-up tasks and general administrative duties assigned by the director.
- Helping document and improve systems and SOPs as the company continues to scale.
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The role will evolve over time. As trust and experience develop, there will be opportunities to take ownership of increasingly important parts of the operation.
What We Are Looking For
The successful candidate should have:
- Excellent spoken and written English.
- A high level of confidence communicating with UK-based guests, property owners, contractors and business partners.
- Clear, natural and professional English rather than heavily scripted communication.
- Strong organisational and administrative skills.
- Excellent attention to detail.
- The ability to manage multiple conversations, bookings and tasks at the same time.
- A proactive approach — we want someone who notices problems and helps solve them rather than simply waiting for instructions.
- Good judgement and the ability to recognise when an issue should be escalated.
- Strong customer-service skills.
- Confidence using email, spreadsheets, online platforms and cloud-based software.
- The ability to learn new systems quickly.
- Reliable internet access and a suitable remote working environment.
- Good timekeeping and reliability.
- The ability to work independently once trained.
- A willingness to follow established procedures while also suggesting improvements where appropriate.
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Desirable Experience
Previous experience in any of the following would be particularly useful:
- Serviced accommodation
- Airbnb or Booking.com management
- Short-term rental management
- Property management
- Hotel or hospitality operations
- Guesty or another PMS
- Customer service
- Reservations
- Executive/virtual assistance
- UK-based businesses
- Working remotely with overseas clients
Experience with Guesty is useful but not essential if you are confident learning new software.
Working Relationship
This is not intended to be a short-term data-entry position.
We are looking for somebody who can learn how Smith Group Stays operates and develop into a trusted member of the business as the property portfolio grows.
Initially, you will work closely with the director and receive guidance on our procedures, guest communication style and escalation process. Over time, the aim is for you to independently manage a significant proportion of routine operations.
There is therefore considerable opportunity for the role and working hours to expand as the company grows.
Working Hours
The position is remote, although availability during UK working hours is important.
Some flexibility will be required because hospitality and accommodation enquiries do not always occur during standard office hours.
Exact working hours and coverage will be agreed with the successful candidate.
How to Apply
Please apply with:
- A brief introduction about yourself.
- Your previous VA, customer-service, hospitality or property-management experience.
- Details of any experience with Airbnb, Booking.com, Guesty or similar systems.
- Your normal working hours and availability in UK time.
- Your expected hourly or monthly rate.
- A short voice introduction in English if possible.
We are particularly interested in candidates looking for a long-term position with a growing business, rather than someone simply looking for occasional freelance tasks.
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