Victoria Ezechukwu | Freelancer Resume

Victoria Ezechukwu STR Virtual Assistant | Hostaway | Guest Support | Property Operations | UTC +1 SUMMARY Reliable Short-Term Rental Virtual Assistant and Guest Support professional with hands-on Hostaway experience supporting 80+ properties across two property management portfolios and an additional portfolio of approximately 250 properties. Experienced with Airbnb, Booking.com, Vrbo, Hospitable, Guesty, Streamline, and SabeeApp, handling guest support, reservations, check-ins, access issues, cleaning and maintenance coordination, OTA operations, and issue resolution. Known for fast response times, attention to detail, calm problem-solving, and keeping multi-property operations running smoothly. SKILLS PROFESSIONAL EXPERIENCE Guest Support / Customer Service Virtual Assistant (Remote) Oct. 2022 - Sept 2026 Le Bijou Hotel & Resort Management AG - Switzerland ❖ Support day-to-day operations across a large short-term rental portfolio, providing responsive guest support through email, phone, and instant messaging. ❖ Use Hostaway to manage reservations, issue access codes, review guest information, and support smooth check-in and stay experiences. ❖ Handle guest inquiries, requests, and stay-related concerns while maintaining a friendly, professional, and solution-focused approach. ❖ Coordinate with cleaning, maintenance, and operations teams to ensure guest requests and property issues are addressed promptly. ❖ Manage and maintain property listings across Airbnb, Booking.com, and Vrbo, ensuring property information remains accurate and up to date. ❖ Monitor operational requests and follow through until issues are resolved or appropriately escalated. ❖ Provide clear check-in and property information and assist with access-related concerns when required. ❖ Maintain accurate booking, expense, and income records to support property operations and reporting. ❖ Implemented proactive guest-service strategies that contributed to a 20% reduction in negative guest reviews. Airbnb Co-Host / Operations Assistant DreamSpace Vacations – Freelance Oct. 2024 – March 2026 ❖ ❖ ❖ ❖ Supported guest communication and daily operations across 15+ short-term rental properties. Managed 40+ guest inquiries weekly while maintaining a 95%+ response rate within one hour. Coordinated cleaning and maintenance activities, helping reduce turnover delays by 30%. Resolved 150+ booking, check-in, and guest-support issues, contributing to a 25% reduction in guest complaints over six months. ❖ Delivered prompt, friendly, and professional guest support, contributing to an average 4.8 guest rating across supported listings. ❖ Used Trello to track property tasks, cleaning schedules, guest requests, and operational follow-ups. ❖ Coordinated with team members and service providers to ensure guest requests and property tasks were completed on time. Administrative Assistant Sep. 2019 – Oct. 2022 Heroes Faith Victory School – Lagos, Nigeria ❖ Supported senior executives with calendar and email management, travel coordination, documentation, filing, and general administrative operations. ❖ Coordinated communication between management and multiple departments to support smooth day-to-day operations. ❖ Maintained organized records and followed up on outstanding administrative tasks. ❖ Managed multiple priorities while maintaining accuracy, confidentiality, and timely communication. PORTFOLIO EXPERIENCE - Multi-Property STR Operations Support Portfolio Support: 80+ Properties Across Two Property Management Operations | Additional Portfolio: 250+ Properties ● Supported guest communication and operational workflows across multiple short-term rental portfolios, including portfolios of 80+ properties and an additional portfolio of approximately 250 properties. ● Worked across multiple properties and operational systems while maintaining accuracy and consistency in guest and reservation information. ● Supported reservation-related tasks, guest inquiries, property operations, and coordination with relevant teams. ● Managed competing priorities across multiple listings while maintaining timely responses and appropriate follow-up. ● Worked within established SOPs and escalated issues requiring additional attention. EDUCATION & CERTIFICATIONS Property Management | 2023 | Digital Hospitality Hub Technical Support Fundamentals | 2022 | Coursera Customer Service Foundations | 2022 | LinkedIn Learning Bachelor of Arts in English Language and Literature | 2016 | Ebonyi State University