Virtual Assistant – Overnight Guest Support for Short-Term Rentals

About the role

Xenia Srl is looking for freelance Virtual Assistants to provide overnight guest support for Xenia and other property management companies. You will be the main point of contact for guests during your shift, answering questions about their stay, helping resolve problems in the apartment and coordinating with the local team when a guest needs someone on site. The work is fully remote, part-time, and shifts run approximately 23:00–06:00 Italian time; the team covers all seven nights of the week on a rotating schedule including weekends, and applications are welcome from any time zone.

Key responsibilities

• Monitor guest messages through the property management system and WhatsApp, and respond promptly in a professional and friendly tone.
• Answer questions about the apartment, amenities, house rules and local services.
• Handle complaints and maintenance reports, following the property's procedures, involving the right person when needed and keeping the guest updated.
• Help guests with arrivals and departures, including late check-ins and early check-outs.

Required profile

• Hands-on experience in short-term rental property management or guest support for Airbnb or Booking.com stays.
• Fluent written and spoken English; Italian is a plus.
• Ability to work and invoice as a freelancer.

Required skills

• Confidence using digital tools and the ability to prioritise several guest requests independently.
• Training provided on the main software (Trellis) and on each company's procedures.

Pay is 8-12 EUR per hour.