SouptikGuha Roy
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Luxury Real Estate Remote · Puerto Rico Oct 2021 – 2023

Guest operations VA

A luxury short-let portfolio across three booking channels

Two years running luxury listings across Airbnb, Booking.com and Expedia, with Superhost status held on every platform throughout.

Engagement
2 yrs
Channels
3
Superhost
Held
Guest replies
Fast

The brief

What the situation actually was

A luxury property portfolio in Puerto Rico listed simultaneously on Airbnb, Booking.com and Expedia. Three platforms, three inboxes, three sets of rules, one calendar that had to stay truthful across all of them.

Short-let operations punish slowness specifically. Response rate is a scored metric, guests message at every hour from every time zone, and a double booking is not an inconvenience, it is a refund and a review.

The work

What came off their desk

In the order it was handed over, which matters more than the list.

  1. 01

    Multi-channel listing management

    Availability, pricing inputs, descriptions and photography kept consistent across three platforms that each want something different.

  2. 02

    Guest messaging and troubleshooting

    Pre-booking questions, arrival logistics, mid-stay problems, and the ones that arrive at two in the morning.

  3. 03

    Invoicing and owner reporting

    Raised and reconciled, with reporting the owner could read without assembling it himself.

  4. 04

    Creative and video workflows

    Listing imagery and short video cut for the platforms, because in luxury short-let the photography is the product page.

How it ran

The order of operations

The response-rate metric dictates the shape of the work. Being thorough is not enough if you are slow, so the first thing built was a set of tight guest workflows: templated answers for the questions that recur, a clear escalation for the ones that do not, and a routine that checked all three inboxes rather than whichever one pinged.

The calendar was treated as the single source of truth and reconciled deliberately, because a channel-manager sync failing quietly is the specific failure mode that produces a double booking.

Everything else, invoicing, reporting, imagery, ran on a schedule around the guest work rather than competing with it.

The outcome

What had changed by the end

Stated plainly. Where there is no number, there is no number.

  • Superhost status maintained across all three platforms for the full two years.
  • Response rates held at the level the platforms score, consistently rather than in bursts.
  • No channel conflicts, through deliberate calendar reconciliation.
  • Owner reporting that arrived without being assembled by the owner.
Managed our luxury property listings and handled customer troubleshooting, automation, and project management flawlessly. Incredible attention to detail.
Jamar Johnson, KTJ KRUG LLC

What it taught On a scored platform, consistency beats excellence. A brilliant reply at nine the next morning counts for less than an adequate one at midnight.

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You will get an instant confirmation by email. I read every enquiry myself and reply within one business day. The reply comes from my personal address, sentu1993@gmail.com or souptikgr@gmail.com, so add those to your contacts if your filters are strict. Prefer to skip the form? WhatsApp me or email directly.