This outlines the responsibilities of the Virtual Assistant (VA) working the 4 PM – Midnight shift. Tasks include guest communication, check-in monitoring, pricing updates, cleaner coordination, and maintaining internal trackers.
Why This Matters
Evening operations are critical to ensuring a smooth guest check-in experience, resolving reported issues promptly, and preparing for the next day’s check-outs and check-ins. This shift bridges daytime actions and the overnight transition, ensuring no operational gaps.
What You Need
Access to the following apps/tools:
Wyze
Blink
Hushed
Airbnb
Guest Issues/Report Tracker
Guest Communication WhatsApp Group
Cleaning WhatsApp Groups
Revenue Tracker Spreadsheet
Guest Data Spreadsheet
Check-in/out message templates
Steps
4:00 PM
Log into Wyze, Blink, and Hushed apps.
Monitor security cameras for guest check-ins.
Use the guide: “Security Camera - What to Look For”
5:00 PM
Check the Guest Issues/Report Tracker for outstanding items.
After a guest has been checked in for 1 hour, send them the “After Guest Checks-in” message.
If guests reply with feedback:
Attempt to resolve the issue.
If unsure how to proceed, message the Guest Communication WhatsApp group for support.
6:00 PM
Update pricing by $1 for one day on every listing.
Go 3 months ahead and select a random date.
Example: If it’s April, go to July and change the price of one day by $1.
6:30 PM
Open the Guest Data Spreadsheet.
Ensure all current guests have their email and phone numbers recorded.
Phone numbers can be found in the Airbnb reservation details.
7:00 PM
Check the calendar for next day check-outs.
Send guests the “Night Before Check-out” message.
Use specific templates for the following units:
2010 Maria
Garrow Basement
61 McDonald
11 Mintern Lower
Include this message and image:
“To help you properly separate out organics, recycling, and garbage please refer to the below image.”
Use WhatsApp to:
Inform cleaners about which properties need to be cleaned.
Notify cleaners of any 11 AM late check-outs.
7:30 PM
Check the Airbnb calendar for next day check-ins.
Send the “Day Before Check-in” message to those guests.
8:00 PM
Identify guests who haven’t checked in yet.
Send them a message on Airbnb asking for their expected check-in time.
9:00 PM
Open the Revenue Tracker Excel sheet.
Navigate to each property's tab.
Find all bookings accepted today in the Airbnb app.
Calculate and log the nightly rate:
Example: If Host Payout is $1,262.75 for 8 nights: $1,262.75 ÷ 8 = $157.84/night
11:50 PM / Midnight
In the Guest Communication WhatsApp group, inform the incoming VA (8 AM shift) about any important updates:
Guest checked in and everything is okay.
Property damage and maintenance updates.
Guest hasn't checked in yet—ask them to monitor it.
Fill out the timesheet.