Property Management jobs

About the Role

MySA Stays is a family-run short-term accommodation business managing properties across Airbnb, Booking.com and direct booking channels.

We are looking for an experienced Airbnb Virtual Assistant to support guest communication and the day-to-day management of our short-term rental portfolio. You will help ensure guests have a smooth stay, properties are ready for arrivals, and cleaning and maintenance issues are resolved promptly.

Previous hands-on experience supporting Airbnb or short-term rental properties is essential. You should understand the pace of same-day changeovers, the importance of prompt guest responses and how to coordinate cleaners and contractors remotely.

This role suits someone who is organised, proactive and calm under pressure, with the confidence to take ownership of issues and follow them through to completion.

Key ResponsibilitiesGuest Communication & Booking Support

• Respond promptly and professionally to Airbnb, Booking.com and direct booking enquiries.
• Support guests before arrival, during their stay and after checkout.
• Provide accurate information about check-in, access, parking, amenities and house rules.
• Handle booking queries, extension requests and early check-in or late checkout requests within company guidelines.
• Troubleshoot common issues, such as difficulty accessing a property, connecting to Wi-Fi or using appliances.
• Manage guest concerns and complaints with empathy and practical solutions, escalating refunds or complex matters where required.
• Keep guests updated until their issue is resolved.
• Record important communication and actions in our property management system.

Short-Term Rental Operations

• Review upcoming arrivals, departures and same-day changeovers to identify potential problems.
• Coordinate with cleaners to ensure properties are ready before check-in.
• Monitor outstanding tasks and shift handovers, prioritising issues that could affect an arriving or in-house guest.
• Keep property information, access instructions and guest guides accurate and up to date.
• Support booking calendar checks and routine listing updates as required.
• Follow company procedures and provide clear handovers so outstanding issues are followed through between shifts.

Cleaning, Linen & Property Readiness

• Review cleaning schedules and follow up on missed, delayed or incomplete cleans.
• Communicate special requirements, guest numbers and additional cleaning tasks to the housekeeping team.
• Review cleaning updates and photos, flagging concerns about cleanliness, damage or missing items.
• Coordinate responses to cleaning complaints and arrange remedial action where needed.
• Support linen, amenities and consumables monitoring, helping ensure properties have the supplies they need.
• Follow up on readiness issues before guest arrival.

Maintenance & Contractor Coordination

• Raise clear maintenance tasks, including relevant guest feedback, photos and access details.
• Contact contractors and coordinate appointments around guest stays.
• Monitor progress and follow up until work is completed.
• Keep guests and colleagues informed of arrangements and expected resolution times.
• Identify recurring faults and escalate urgent or unresolved issues.
• Support scheduled inspections and compliance appointments using established procedures.

Reviews, Property Quality & Administration

• Monitor guest feedback and reviews for recurring cleaning, maintenance or guest experience concerns.
• Record issues and follow up on agreed improvements.
• Support review responses in line with company guidance.
• Maintain accurate booking, guest, cleaning and maintenance records.
• Use task management systems consistently so colleagues can see what has been done and what remains outstanding.
• Suggest practical improvements to guest communication and daily operations.

Essential Experience & Skills

• Previous hands-on experience as an Airbnb Virtual Assistant, short-term rental assistant or in a similar holiday accommodation management role.
• Experience communicating directly with Airbnb or short-term rental guests and handling issues during their stays.
• A practical understanding of booking platforms, check-in and checkout processes, cleaning schedules and same-day changeovers.
• Experience coordinating cleaners, maintenance contractors or other property operations remotely.
• Confidence using a property management system and managing communication across multiple properties.
• Excellent written and spoken English, with a friendly, professional telephone manner.
• Strong organisation, attention to detail and accurate record keeping.
• Ability to prioritise urgent guest issues while keeping routine tasks on track.
• Good judgement about when to resolve an issue independently and when to escalate it.
• Reliability, initiative and the ability to work independently from home.
• Availability to work agreed UK hours, including scheduled weekend shifts.

General administration or customer service experience alone is insufficient for this role; applicants must have relevant Airbnb or short-term rental experience.

Desirable Experience

• Experience with Hostaway, Breezeway, PriceLabs or Charge Automation.
• Experience supporting properties listed on both Airbnb and Booking.com.
• Experience handling guest complaints, booking changes and review responses.
• Familiarity with SOPs, shift handovers and remote property management teams.

What We Are Looking For

You take ownership of tasks and follow up without needing repeated reminders. You communicate clearly, stay calm when plans change and understand that a delayed clean, missing key or maintenance fault can have an immediate impact on a guest’s stay.

You enjoy solving problems, supporting colleagues and helping maintain consistent standards across a busy short-term rental portfolio.

Technical Requirements

You will need:

• A reliable computer or laptop capable of running multiple browser-based systems.
• Reliable high-speed internet.
• A suitable headset for guest and team calls.
• A smartphone capable of running company communication apps.
• A suitable backup internet and power arrangement for your location.
• A quiet, private and professional working environment.

Working Hours

Working Hours
This is a full-time role within a seven-day operational function.
Shift patterns may include:
Weekday and weekend shifts.
Rotational working patterns, including 5 days on / 2 days off.
UK working hours, with shift times determined by operational requirements.

How to Apply

Please submit your CV and a brief summary covering:

• Your previous Airbnb or short-term rental experience.
• The number of properties you have supported and your main responsibilities.
• The booking platforms and property management systems you have used.
• An example of a guest or property issue you resolved.
• Your availability to work UK hours and weekends.

Pay: R19 500,00 - R21 700,00 per month

Experience:

• Airbnb guest support and management: 1 year (Required)

Language:

• english (Required)

Work Location: In person