Virtual Assistant – Guest Support in Shrewsbury

Pass the Keys (PTK) – Short-Let Property Management

Job Type:

Remote / Virtual

Contract Type:

Freelancer

Hours:

Flexible, covering 7am–10pm UK time (including weekends, on a rota)

About the Role

Pass the Keys – Shropshire, East Shropshire & Stafford is looking for a highly organised and proactive
Virtual Assistant

to support daily operations across our short-let property portfolio.

We\’re a leading UK short-let management franchise, and this role is central to delivering exceptional guest experiences while ensuring smooth operational performance behind the scenes.

The ideal candidate will have experience with Airbnb or property management operations, excellent communication skills, and the ability to multitask in a fast-paced environment.

Key Responsibilities
1. Guest Support & Communication

• Act as the first point of contact for guests via Airbnb, booking platforms, email, and phone. Providing clear, friendly, professional, and brand-aligned communication.
• Manage pre-booking enquiries and in-stay support.
• Resolve guest issues swiftly (check-in help, amenities questions, maintenance concerns, etc.).
• Monitor reviews and draft professional responses.
• Ensure all guest communication aligns with PTK guidelines and LMS training.
• Escalate priority issues where necessary.
• Sending