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Vacarya Ops Academy

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Program Purpose

Vacarya Ops Academy is a recruitment, certification, and training program designed to help property owners onboard a Vacarya-aligned Virtual Assistant (VA) who can confidently manage day-to-day STR operations while maintaining high standards for guest experience, revenue protection, and operational compliance.

The program equips VAs with the systems, decision frameworks, and operational knowledge needed to support your portfolio safely and efficiently.

1. Program Overview

Key Outcomes

Each VA completing Ops Academy will be trained and certified in:

Guest Communication

  • Use of Vacarya ARSP communication standard

  • Professional response templates

  • Response timing protocols

Operational Triage

  • Issue classification

  • Escalation decision trees

  • Clean documentation procedures

Guest Turnover Coordination

  • Scheduling cleaners

  • Check-in/check-out coordination

  • Turnover confirmation

Maintenance Workflow

  • Maintenance ticket creation

  • Vendor coordination

  • AppFolio workflow management

Refund & AirCover Management

  • Evidence collection

  • Timeline compliance

  • Refund approval matrix

  • AirCover claim preparation

Operational Tools Training

  • Airbnb / OTA dashboards

  • Communication platforms

  • Property management systems

  • Scheduling tools

Documentation & SOPs

  • Cheat sheets

  • Decision frameworks

  • Escalation guidelines

2. Program Structure

Tier 1: Recruit + Certification + Handoff

Tier 2: Recruit + Certification + Managed QA + Replacement

Price: Starting from $3,500 USD per VA

  • VA recruitment

  • 1-week certification in core Airbnb operations

  • Training in guest communication, bookings, scheduling, and calendar management

  • Handoff package and onboarding support

Price: Starting from $5,000 USD per VA

Everything in Tier 1, plus:

  • Additional week of advanced training

  • 4 weeks of QA monitoring

  • Coaching & remediation

  • Replacement support (if needed)

Best for owners who need help with day-to-day operational tasks.

Advanced Training Topics

  • AirCover claims

  • Refund decision processes

  • Listing creation

  • Advanced guest issue resolution

  • Evidence documentation

VA can handle complex STR operational tasks independently within defined approval frameworks.

3. Program Process Flow

Step 1: Client Intake

Objective

Understand the client’s portfolio and VA requirements.

Actions

  1. Client expresses interest via email or WhatsApp.

  2. Ops Academy team sends Program Overview + Intake Form.

  3. Client provides:

    • Number of properties

    • Tools used

    • Required VA tasks

    • Preferred tier

    • Time zone requirements

Output

Client profile and VA requirement brief.

4. VA Recruitment

Objective

Source qualified candidates aligned with Vacarya operations.

Steps

  1. Publish VA job description

  2. Candidate screening

  3. Skills testing

  4. Communication assessment

  5. Final interview

Selection Criteria

  • STR experience (preferred)

  • Written English proficiency

  • Operational decision-making

  • Technical familiarity with tools

Output

Shortlisted VA candidate(s).

5. VA Training & Certification

Training is conducted through live trainer-led sessions.

Duration

5–10 days depending on program tier.

Training Format

Training Timeline

Details

Day 1–2

  • STR operations fundamentals

  • Guest experience standards

  • Communication frameworks

Day 3–4

  • Booking management

  • Turnover coordination

  • Cleaner scheduling

Day 5

  • Escalation and issue management

  • Documentation standards

Tier 2 Additional Training

Day 6–7

  • AirCover claims

  • Refund matrix

  • Listing creation

  • Risk mitigation

Certification Process

Each VA must pass the following:

Evaluation Components

  1. Communication assessment

  2. Operational simulation

  3. Scenario-based issue handling

  4. Tool proficiency test

Certification Standard

VA must achieve:

  • Minimum 85% operational competency

  • Clear documentation standards

  • Compliance with ARSP communication guidelines

Output

Certified Vacarya Ops Academy VA.

Handoff to Client

Handoff Package Includes

  • VA profile

  • Certification results

  • Task scope

  • Communication templates

  • SOP cheat sheets

  • Escalation framework

Handoff Meeting

Participants:

  • Client

  • VA

  • Ops Academy trainer

Agenda:

  1. Tool access setup

  2. Portfolio overview

  3. Communication channels

  4. Escalation protocols

8. QA Monitoring (Tier 2)

Duration

4 weeks

Weekly QA Process

  1. Review guest communication

  2. Audit operational decisions

  3. Evaluate documentation

  4. Score performance

Scorecard Categories

  • Response quality

  • Issue resolution accuracy

  • Escalation timing

  • Tool usage

Remediation

If score < required standard:

  • Coaching session

  • Additional training

  • Reassessment

9. Replacement Support (Tier 2)

If VA performance fails to meet requirements:

  1. Conduct performance review

  2. Attempt remediation

  3. If unresolved → initiate replacement

Replacement includes:

  • New recruitment

  • Accelerated certification

  • Client handoff

10. Ongoing Managed QA (Optional)

Price

$1,000 per month
Minimum 3-month commitment

Services

  • Communication audits

  • Operational reviews

  • Escalation monitoring

  • Continuous training

Deliverables

  • Monthly QA report

  • Performance scorecards

  • Improvement recommendations

11. Client Use Cases

Clients can use the program to:

  • Hire a dedicated VA

  • Share a VA with other Vacarya clients

  • Offload operational workload

  • Improve consistency

  • Reduce risk

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