Rica Mae S.

I’m a Short-Term Rental Virtual Assistant with 5+ years of experience in customer service, vacation rental management, and quality assurance. I support property managers and hosts with both guest-facing communication and behind-the-scenes operations, helping keep reservations, properties, owners, guests, cleaners, and maintenance teams organized and running smoothly. I have experience supporting short-term rental properties across the US and Europe and working with multiple properties at the same time in fast-paced environments. 💬 Guest & Reservation Management • Airbnb, Booking, VRBO, and direct booking communication • Guest inquiries, reservations, extensions, cancellations, and modifications • Check-in and check-out coordination • Early check-in and late check-out requests • Guest complaints and issue resolution • Security deposits and damage-related communication • Refund and cancellation coordination • Review-related cases and responses • Communication via email, WhatsApp, and booking platforms 🏠 STR & OTA Operations • Airbnb and Booking listing management • Calendar and availability management • Preventing and resolving double bookings • Channel manager and calendar synchronization • Listing updates and accuracy checks • Rates, availability, and booking restrictions • Cancellation policies and reservation conditions • OTA support cases and escalations • Airbnb and Booking issue resolution ⚙️ PMS & Backend Management Hostaway | Guesty | Hostfully • Reservation and calendar management • Automated guest messaging • Check-in and check-out instructions • House rules and property information • Guest guidebooks and digital manuals • Listing setup and updates • Reservation notes and internal documentation • Monitoring booking and operational issues 🧹 Property Operations • Cleaner and turnover coordination • Cleaning quality follow-ups • Maintenance and repair coordination • Scheduling plumbers, AC technicians, locksmiths, and other vendors • Following up on outstanding repairs • Communicating maintenance updates to owners and guests • Key, lock, and access management • Property inspections and operational follow-ups • Coordinating owner requests and property-related tasks 📊 Administrative & Owner Support • Owner communication and regular property updates • Revenue, rent, and occupancy tracking • Spreadsheet management and reporting • Reservation and payout checking • Stripe onboarding and payment setup • Security deposit and payment follow-ups • Internal task and documentation management • Team coordination through Slack, Monday, email, and WhatsApp 🛠️ Tools & Platforms STR / Booking: Hostaway • Guesty • Hostfully • Airbnb • Booking • VRBO • Hopper Communication / Operations: Slack • Monday • Zendesk • WhatsApp • Google Workspace • Google Voice Payments / Property Tools: Stripe • QuickBooks • ChargeAutomation • KeyNest • Schlage Locks Why Work With Me? I understand that successful short-term rental management involves much more than simply answering guest messages. A missed message, incorrect calendar setting, delayed cleaner, unresolved maintenance issue, or inaccurate listing detail can quickly affect the guest experience and the property’s operations. I’m detail-oriented, organized, responsive, and comfortable handling multiple tasks at once. I can communicate professionally with guests, owners, cleaners, maintenance providers, and internal teams while keeping track of the details behind each reservation. I can take an issue from initial guest report → coordination → resolution → owner update → follow-up, helping make sure nothing gets overlooked. Availability: Open to long-term contracts | Part-time or Full-time support