Virtual Assistant

POSITION AND DUTIES: As a Virtual assistant at CEFAS LTD. The Employee's responsibilities include day-to-day property management tasks, dealing with daily guests, cleaners, linen & other related team, or customer communications, including scheduling property maintenance, guest management, administrative tasks, and other duties but not limited to the clauses outlined below: Team Communication: Communicate with other members of the team such as Property Managers and Directors through means such as WhatsApp, Email, Telephone, Video Call etc. Regarding your workload for the day ahead, we will try to use Monday.com to organise and give you tasks for the day, highest priority items to be completed first, then generally responding to booking enquiries, guest messages & taking phone calls. Guest Management: Managing new and existing booking requests through Hostaway, our Channel Manager/Booking Software. Help out with Esther (Other staff members who deal with current guest phone calls and guest communication from 9 am to 5 pm.)
- We use Hostaway (Software/Channel Manager) to manage all bookings, speak to guests, and check on ID’s and deposits. This is the first central place to check-in to all the time.
- Managing guest payments including but not limited to; taking payments, contacting guests where there are declined payments, chasing declined payments and security deposits which is the most task.
- Checking Stripe accounts if a deposit has failed and chasing the guest to get them to resubmit again
- Guidance will be given on this and how.
- Taking inbound telephone calls from Clients such as guests using dialpad, which is what you will use to answer calls from guests.
- Manage Guest Communication through all OTA (Online travel agents such as Airbnb, booking.com or Hostaway) channels using individual platforms such as Airbnb, Booking.com, VRBO & Hostaway.
- Inform other related staff and Cleaning Team of any confirmed guest requests such as late check-out, early check-in, additional stays etc. Review Management: Inform the housekeeping team of any issues highlighted in reviews by guests (using WhatsApp channel)
- Collate recurring issues for management review
- Respond to reviews on Airbnb & BDC (Training will be given on this) Maintenance:
- Logging maintenance jobs and sending off maintenance requests following reports from Property Manager/guests, getting maintenance tasks sorted either yourself or the contractor.
- Working with letting agents, contractors, guests and Property Managers to schedule in maintenance jobs. Ordering of Goods:
- Order supplies from consumables supplier as directed by Property Manager
- Order goods from online suppliers as directed by Interior Designer/Property Creating & Operating Business Systems: OTA Management:
- List new properties on all OTA channels (Booking.com/Airbnb/Trip Advisor/SITU etc.)
- Manage and edit listings as required across OTA channels Channel Management (Hostaway):
- Connect new properties from OTA to the channel manager
- Optimising guest bookings to increase chances of long-term bookings as directed by the Property manager
- Relocating guests where required as directed Business Operations Manual:
- Create business operations and systems manual to include all processes and procedures for how the business operates, used to train new employees and re-train existing employees
- Update and maintain the manual, as required
- Document learns, challenges and problems for use in the manual to assist future colleagues General Administrative Roles: Invoice/Expense Management:
- General invoices for Clients/Contractors/Guests, as directed by Property Manager (PM) or Directors
- Filing of invoices/receipts/expenses into relevant folders for properties and directors, as directed by PM or Directors Reporting:
- Collecting sales and expense data for Key Performance Indicator (KPI) report on a monthly basis and sending it to Directors, filling in accounting data, and income per property reports.
- Creating performance reports for Property Owners using templates provided Ad-hoc work:
- Creating spreadsheets or tables when required, as directed by Property Manager or Directors
- Assisting both the Directors & Property Manager with additional/emergency work when needed Transcribing:
- Write up meeting notes and send out meeting minutes to all team members Social Media:
- Possible Management Research:
- Source relevant content for posting into FB group
- Find local events for us to create marketing to potential guests Duties:
- Manage all aspects of property operations, including leasing, maintenance, and tenant relations
- Conduct property tours and show available units to prospective tenants
- Screen and process rental applications, including conducting background and credit checks
- Prepare and execute leases and rental agreements
- Collect rent payments and ensure timely payment from tenants Supplemental pay types: Bonus scheme Performance bonus Yearly bonus
• Language:English Fluent (required)