We operate a portfolio of short-term rental properties and services across the UK under three brands - AStar Stays, The Noir Collective, and Property Cartel. We care deeply about the guest experience, the quality of our properties, and the reputation we're building.

We're building an AI-driven operation and we move fast - we want people around us who are excited by that, not intimidated by it. We're growing, and we need someone who can grow with us.

The role

This is a remote VA position at the heart of our operations - you'll be running the day-to-day across a live portfolio of properties, owning the guest experience end-to-end, and making real decisions that directly affect our reputation and revenue.

You'll be the first point of contact for guests, the person who spots problems before they become complaints, and the operator who keeps things moving when the directors aren't in the room. This role carries genuine weight. We're not looking for someone to assist - we're looking for someone to own.

What you'll actually be doing:

- Managing guest communications across WhatsApp Business, Airbnb, and Booking

- Running pre-check-in readiness checks and coordinating with cleaners

- Handling maintenance issues, guest complaints, and last-minute problems - often outside of office hours

- Responding to reviews and protecting our ratings

- Monitoring our pricing software for pricing anomalies

- Managing tasks in our project management software and flagging anything that needs director attention

- Identifying patterns and suggesting operational improvements

What we're looking for

You don't need a background in short-term rentals - though it helps. What you do need is:

- Excellent written communication. Your messages to guests need to be warm, clear, and professional.

- Strong judgement. You'll be making decisions independently. We need to trust that you'll make the right call.

- Genuine attention to detail. The kind that notices when something is slightly off and does something about it.

- Calm under pressure. Things go wrong in this industry - at 11pm on a Friday. Staying level headed is key

- Reliable availability. You'll need to be responsive during agreed hours and reachable for genuine out-of-hours emergencies.

- Comfortable working alongside AI tools - we use them across the business and expect our team to embrace them.

The hiring process

We run a structured, multi-stage process. We do this because the role matters and we take hiring seriously. If you're not prepared to invest time in the process, this probably isn't the right fit.

1. Written application - CV and written questions

2. Video submission - a short video introduction

3. Skills assessment - three short video-based tests

4. Two interviews - one with each director

5. Trial - a day of real work tasks

We communicate clearly at every stage and we don't leave people waiting without reason.

What we offer:

- Fully remote

- Competitive salary - discussed at interview stage based on experience

- A role with real responsibility from Day 1

- A small, direct team - you'll work closely with both directors

- Room to grow as the portfolio grows

How to apply

Send your CV and answers to the following questions. Before you write anything else, begin your email with the phrase: the detail is in the brief.

1. When everything lands at once - messages, a cleaner issue, a guest complaint, an overdue task - how do you decide what gets your attention first? Answer in no more than five sentences.

2. What does doing this job well look like to you?

3. Why this role with us - not just this type of role generally?