Virtual Assistant – Overnight Guest Support for Short-Term Rentals

Fully remote · Freelance · Part-time · 23:00–06:00 Italy time

Xenia Srl is looking for freelance Virtual Assistants to manage overnight guest support for Xenia and other property management companies. You’ll be the main point of contact for guests during your shift. You’ll answer questions about their stay, help resolve problems in the apartment, and coordinate with the local team when a guest needs someone on site.

Trellis will be your main software for managing guest support. You’ll use it throughout your shift to track requests, coordinate follow-up, and hand over open issues to the next team. We’ll train you on Trellis and on each company’s procedures so you can specialise in guest support for short-term rentals.

What you’ll do

•⁠ ⁠Monitor guest messages via the property management system and WhatsApp. Respond promptly, using a professional and friendly tone.

•⁠ ⁠Answer questions about the apartment, amenities, house rules, and local services.

•⁠ ⁠Handle complaints and maintenance reports. Follow the property’s procedures, involve the appropriate person when needed, and keep the guest updated.

•⁠ ⁠Help guests with arrivals and departures, including late check-ins and early check-outs.

Schedule





Shifts run approximately 23:00–06:00 Italian time (Europe/Rome). The team covers all seven nights of the week, with each assistant working tempo parziale on a rotating schedule that includes weekends. We welcome applications from any time zone.

What you’ll need

•⁠ ⁠Hands-on experience in short-term rental property management or guest support for Airbnb or Booking.com stays.

•⁠ ⁠Fluent written and spoken English. Italian is a plus.

•⁠ ⁠Confidence using digital tools and the ability to prioritise several guest requests independently.

•⁠ ⁠The ability to work and invoice as a freelancer.

Apply now!

Job Type: Part-time

Pay: €8.00 - €12.00 per hour

Application Question(s):

- Can you regularly cover a full shift from 23:00 to 06:00 Italian time (Europe/Rome), including weekends on rotation? Please include your time zone and how many shifts per week you can cover.
- Are you a freelancer or willing to open a VAT number?
- What experience do you have supporting short-term rental guests? Please tell us how long you’ve worked in this role, roughly how many properties you supported, and which guest requests you handled personally. (Do not apply if you have no experience)

Work Location: Remote

📌 Virtual Assistant – Overnight Guest Support for Short-Term Rentals (Italia)
🏢 Xenia Milano
📍 Italia