Guest Relations Virtual Assistant

Type Virtual / Remote — Messaging only, no phone callsCLIENT is a luxury floating home company offering unique short-term rental experiences on stationarydocked vessels across East Coast U.S. waterfront markets, including Baltimore Inner Harbor,Canton/Fells Point, National Harbor (near Washington D.C.), Virginia Beach, and Myrtle Beach. Wemanage 15 distinctive properties, each offering a premium waterfront stay unlike anything else in themarket.The Day Shift Guest Relations VA exists to deliver fast, clear, and on-brand communication across the fullguest journey: pre-booking, pre-stay, in-stay, and post-stay. This role protects the clients brand bysetting accurate expectations, resolving routine questions efficiently, and escalating issues early withcomplete documentation to ensure nothing falls through the cracks between shifts.Day Coverage VAs manage higher message volume and full lifecycle support, including pre-bookinginquiries, pre-arrival confirmations, coordination with operations and cleaning teams, and active in-stayservice recovery. The day role focuses on preventing issues, clarifying expectations, and drivingresolutions to completion.What Success Looks Like• Guests receive timely responses (under 15 minutes) that reduce confusion and prevent issues.• Messages are consistently professional, warm, and aligned with CLIENT standards.• Routine questions are handled independently using SOPs and approved templates.• High-risk or complex issues escalate quickly with the right context to the right person.• Shift handoffs are complete and clear so follow-ups happen without guessing.• Managers can review performance through CLIENT Connect without micromanaging.What You Own (Non-Negotiable)• Monitor all guest communication channels during your assigned shift.• Respond within SLA using approved frameworks and accurate property information.• Proactively confirm check-in essentials (arrival, access, key details) when needed.• Log every non-routine issue in CLIENT Signal with a clear summary and next step.• Complete CLIENT Handoff before shift ends, including all open loops and priorities.What You Support (But Do Not Decide)• Maintenance and operations coordination: gather details, reassure guests, escalate.• Guest dissatisfaction handling: empathy, documentation, escalation. No promises.• Policy exception requests: escalate for approval. Never confirm unilaterally.• Anything involving money, refunds, credits, or liability: escalate immediately.What You Never Do• Promise refunds, discounts, compensation, or upgrades without approval.• Confirm policy exceptions (pets, extra guests, late checkout) without sign-off.• Admit fault or liability on behalf of CLIENT.• Handle safety incidents without immediate escalation.• Close out unresolved issues without documenting next steps.Decision AuthorityYou can act independently on:• General FAQs: parking, Wi-Fi, check-in time, amenities.• Standard check-in and check-out instructions using approved templates.• Basic troubleshooting (TV, Wi-Fi reboot steps) when covered in SOP.You must escalate immediately for:• Safety concerns: fire, flooding, injury, threats, break-in.• Access failures that block entry: lock malfunction, missing keys.• Serious complaints, threats of chargeback, or legal language.• Refund, credit, or compensation requests of any kind.• Maintenance issues that impact habitability: HVAC failure, no hot water, sewage.Key Responsibilities by Shift PhaseStart of Shift• Review the last CLIENT Handoff.• Check open CLIENT Signal items.• Identify priority guests: arriving today, in-stay active issues, late check-outs.During Shift• Acknowledge messages quickly, even when resolution takes time.• Use SOPs and templates before improvising.• Log issues as they happen, not later.• Coordinate with the cleaning team on same-day bookings and turnaround feasibility.• Facilitate pre-booking inquiries, quotes, and direct booking support.• Confirm pre-arrival checklists: ID verification, rental agreements, Enso boarding pass.End of Shift• Submit CLIENT Handoff with open loops, status per issue, escalation info, next action, and owner.• Ensure no active in-stay issue is undocumented.Tools You Will UseTool Used ForHostaway Reservations - guest messages, calendar, guest details, notesEnso Connect - Guest boarding pass, upsells, guidebooks, automated messagingQuo Primary - SMS and call platform for guest and team messagingAirbnb - OTA guest messaging and reservation managementAirtable - ( CLIENT Connect) Shifts, handoffs, escalations, QA, onboardingSlack - Internal communication and escalationMinut - Noise and occupancy monitoring alertsVicoHome - Security camera verification (escalation required)Meta (IG/FB) - Social media DM and comment engagementGHL (GoHighLevel) - Live chat guest messaging and CRM automationHow Performance Is Measured• Response time SLA adherence (day shift standard: under 15 minutes).• Tone and clarity consistency across all guest communications.• SOP adherence