Overview
Team Dashboard
Everything you need in one place. Use the sidebar to navigate to applications, training, SOPs, and announcements.
7
Active Specialists
12
Clients Served
4
Open SOPs
3
New Announcements
Latest Announcement
New Client Onboarding SOP Updated
The Cloudbeds PMS section has been revised. All specialists working on hotel accounts please review before your next shift.
March 2026
Quick Links
Company Values — What We Stand For
Responsiveness
Our clients pay for reliability. Every message, every task, every deadline — treated like it matters. Because it does.
Ownership
Don't wait to be told. If you see a problem, flag it. If you can solve it, solve it. We trust our team to act like professionals.
Honesty
If you make a mistake, say so. We're a small team — trust is everything. We'd rather hear a problem early than find it late.
Updates
Team Announcements
Important updates, policy changes, and team news. Check this section regularly.
March 8, 2026
Cloudbeds SOP — Section 3 Updated
The end-of-day report section in our Cloudbeds PMS guide has been updated to reflect the new folio reconciliation flow introduced in Cloudbeds' February update. If you work on any hotel accounts using Cloudbeds, please review Section 3 of the Cloudbeds SOP in the SOPs page before your next shift. The change affects how no-show charges are processed at end of day.
March 5, 2026
New Client Onboarded — Waikiki Property Group
We have a new client: a 4-property vacation rental group in Waikiki managing listings across Airbnb, VRBO, and direct booking. If you are assigned to this account, your briefing materials will be sent via email. The client is on the Growth plan — 80 hours per month of coverage.
February 28, 2026
Response Time Standard — Reminder
Our standard for all guest-facing communication is a maximum 60-minute response time during active coverage hours. If you are unable to meet this for any reason — technical issue, emergency, or high volume — contact Aubrey immediately so coverage can be arranged. This standard is what our clients pay for. It is non-negotiable.
February 20, 2026
New Escalation Contact Procedure
Updated escalation protocol: for any urgent client issue outside your scope, the first contact is always your account manager. If unreachable within 10 minutes, escalate directly to Aubrey at (808) 367-9086. Do not hold on an issue waiting for a response — always escalate up rather than sitting on a problem.
Careers
Apply to RemoteLink VA
We are a small, hospitality-focused remote team. We hire people who are reliable, communicative, and take their work seriously. If that is you, we want to hear from you.
What We Look For
→ Strong written English — clear, professional, no typos
→ Reliable internet and a dedicated work setup
→ Experience with hospitality, OTAs, or PMS systems (preferred)
→ Availability for consistent shifts — not ad hoc
→ Someone who asks questions rather than guesses
What to Expect
→ Dedicated client assignments — you know your accounts
→ Full onboarding and training before going live
→ Clear SOPs — you will always know what to do
→ Direct communication with Aubrey — no corporate layers
→ Performance-based growth opportunities
Personal Information
Experience
About You
Application received. Aubrey will review it personally and be in touch within 3–5 business days. Thank you for applying.
Getting Started
Onboarding Checklist
Complete every step before going live with a client account. Do not skip steps — each one exists for a reason.
Your Progress0 of 8 complete
1
Sign your contractor agreement
You should have received the agreement via email. Review it carefully, sign digitally, and return to [email protected]. Do not begin any client work until this is signed.
Mark complete
2
Complete your profile and contact information
Send Aubrey your full legal name, WhatsApp number, preferred payment method, and your confirmed availability schedule. This is used to assign you to client accounts.
Mark complete
3
Read the Company Standards & Expectations document
Available in the Expectations & Values section. This covers response time standards, communication protocols, escalation procedures, and what grounds for dismissal look like. Not optional reading.
Mark complete
4
Review the Guest Communication SOP
This is the most important document for day-to-day work. It covers tone, response time standards, how to handle complaints, escalation triggers, and platform-specific rules. Read it in full before any client contact.
Mark complete
5
Complete the PMS Basics training module
Available in Training Materials. Covers Cloudbeds, Guesty, and basic channel manager navigation. Even if you have PMS experience, complete this so you know our specific workflow and naming conventions.
Mark complete
6
Set up your tools and access
Review the Tools & Access section. Confirm you have everything needed: Google Workspace login, access to any assigned PMS accounts, the escalation contact list, and the client property playbook for your assigned accounts.
Mark complete
7
Complete a 30-minute onboarding call with Aubrey
Schedule via email at [email protected]. This call covers your assigned client accounts, any account-specific context, your first week expectations, and answers any questions before you go live.
Mark complete
8
Shadowed first week — go live
Your first week of client work is shadowed — Aubrey reviews communications before they send and provides real-time feedback. After the shadow period, you operate independently with daily check-ins. Welcome to the team.
Complete steps 1–7 first
Documentation
SOPs & Guidelines
Standard operating procedures for every aspect of client work. When in doubt, the SOP has the answer. If it doesn't, ask Aubrey.
Guest Communication SOP
Core standard · Last updated March 2026 · Required reading
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Response Time Standards

  • All guest inquiries: respond within 60 minutes during active shift hours
  • Booking requests on Airbnb: respond within 30 minutes — platform penalizes delays
  • Complaints or issues: acknowledge within 15 minutes, full response within 30
  • After-hours messages: respond at shift start, add a brief apology for the delay

Tone & Voice

  • Warm, professional, and specific — never generic or templated-sounding
  • Use the guest's name in the first line whenever possible
  • Match formality to the platform — Airbnb is casual, Booking.com is slightly more formal
  • Never use abbreviations, slang, or emoji in professional guest communication

Escalation Triggers

  • Guest requests a refund or threatens a dispute — escalate to account manager immediately
  • Physical emergency at the property — call the client directly, then notify Aubrey
  • Double booking or platform error — do not respond to guest until you have confirmed facts
  • Any review threat or social media mention — screenshot and escalate same day

What You Should Never Do

  • Never make a financial promise to a guest (refunds, discounts, upgrades) without client approval
  • Never share the client's personal contact details with guests
  • Never argue with a guest — de-escalate, acknowledge, and escalate if needed
  • Never send a message you are uncertain about — hold it and ask first
Reservations & PMS Management SOP
Operations standard · Last updated March 2026
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Daily PMS Responsibilities

  • Check arrivals and departures list at shift start — confirm no unresolved issues
  • Verify availability is synced across all channels — flag any discrepancies immediately
  • Process any no-shows per client's specific policy (do not assume — check the property playbook)
  • Run end-of-day report if applicable to your shift

Booking Modifications

  • Date changes: update in PMS first, then confirm in OTA platform — always in this order
  • Cancellations: process per client policy, document reason in PMS notes
  • Upgrades or room changes: confirm availability before communicating to guest

Cloudbeds-Specific Notes

  • Folio charges: always review before end-of-day close — do not close with pending items
  • Rate plan updates: use the Rates tab, not the individual reservation — prevents errors
  • Group bookings: create a Group block before linking individual reservations

Double Booking Protocol

If a double booking occurs: do NOT contact the guest until you have confirmed the situation in the PMS. Escalate to your account manager immediately. They will determine which booking takes priority based on the client's policy.

Review Management SOP
Reputation standard · Last updated February 2026
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Review Monitoring

  • Check all platforms for new reviews at start of each shift: Airbnb, Booking.com, Google, TripAdvisor
  • New reviews must be flagged to account manager within 24 hours of posting
  • All reviews — positive and negative — require a response within 48 hours

Responding to Positive Reviews

  • Reference something specific from the review — never use a generic template
  • Keep responses under 80 words — guests skim, brevity reads as confidence
  • Close with a specific, genuine invitation to return

Responding to Negative Reviews

  • Lead with acknowledgment, never defense — "You're right that X wasn't up to standard"
  • State specifically what has changed if a fix has been made
  • For complex situations, invite further contact offline — never argue publicly
  • All negative review responses must be approved by Aubrey before posting

Review Flagging

If a review appears to violate platform policies (fake, threatening, or clearly from a non-guest), screenshot and send to Aubrey immediately. Do not attempt to flag or dispute without authorization.

Escalation & Emergency Protocol
Critical standard · Last updated March 2026 · Know this by heart
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Level 1 — Handle Independently

  • Routine guest inquiries, check-in instructions, late checkout requests
  • Minor complaints (noise, minor cleanliness issues) — acknowledge and document
  • Standard booking modifications within client policy

Level 2 — Escalate to Account Manager

  • Guest requesting refund or discount
  • Review threat or social media complaint
  • Double booking or calendar error
  • Any situation you are uncertain how to handle

Level 3 — Contact Aubrey Directly

  • Physical emergency at the property (injury, fire, police)
  • Account manager unreachable for urgent Level 2 issue
  • Guest threatens legal action or formal complaint
  • Serious platform violation or account suspension notice

Aubrey's number: (808) 367-9086. For true emergencies, call — don't message.

Learning
Training Materials
Complete all required training before your first live client shift. Training is ongoing — we update materials as platforms and procedures evolve.
Required Training — Complete Before Going Live
Module 1 — Hospitality Operations Fundamentals
Required · ~45 minutes · Start here
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What This Module Covers

  • How the short-term rental and boutique hotel industries work
  • What OTAs are and why they matter (Airbnb, Booking.com, Expedia, VRBO)
  • The guest journey from booking to post-stay review
  • What a property management system (PMS) does and why accuracy matters
  • The RemoteLink service model and what clients expect

Key Takeaways

Hospitality is a reputation-based industry. One poor guest interaction — one slow response, one mishandled complaint — affects review scores, platform ranking, and ultimately revenue. Understanding this context is what separates a good remote specialist from an average one.

Module 2 — PMS Basics (Cloudbeds & Guesty)
Required · ~60 minutes · Hands-on walkthrough
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What This Module Covers

  • Navigating the Cloudbeds dashboard — reservations, folios, reports
  • Processing check-ins, check-outs, and no-shows in Cloudbeds
  • Guesty basics — reservation management and inbox
  • How channel managers sync availability between PMS and OTAs
  • Common PMS errors and how to handle them without guessing

Practice Access

You will be given sandbox access to a demo Cloudbeds environment during onboarding. Practice the end-of-day workflow at least three times before your live shift. Contact Aubrey if you need additional practice time.

Module 3 — OTA Platform Navigation
Required · ~45 minutes
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What This Module Covers

  • Airbnb host dashboard — inbox, calendar, pricing, reservation management
  • Booking.com extranet — inbox, availability, rate management
  • VRBO inbox and reservation handling
  • Response rate tracking and why it matters for each platform
  • Platform-specific rules — what each OTA penalizes
Module 4 — Client Communication & Professional Standards
Required · ~30 minutes
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What This Module Covers

  • How to represent a client's brand in written communication
  • Writing in a client's voice — matching tone without guessing
  • How to handle guest complaints without escalating tension
  • The difference between what you can resolve independently and what needs escalation
  • Documentation standards — what to log and why
Supplementary — Complete Within First 30 Days
Revenue Management Basics
Supplementary · ~30 minutes
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What This Covers

  • How nightly rates are set and why they fluctuate
  • What ADR and RevPAR mean and why clients track them
  • How dynamic pricing tools work (PriceLabs, Beyond)
  • What you can adjust independently vs. what needs client approval
Working Across Time Zones
Supplementary · ~20 minutes
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What This Covers

  • Hawaii Standard Time (HST) and how it relates to your local time
  • When US mainland guests are most likely to message (peak hours)
  • Shift handoff protocols — what to document for the next specialist
  • How to stay alert during overnight shifts
Access
Tools & Access
Everything you need to do your job. If you are missing access to any of these, contact Aubrey before your first shift — do not try to work around missing access.
Communication
Google Workspace
Email, Drive, Docs — your @remotelinkva.com account
Required
WhatsApp
Primary internal communication with Aubrey and your team
Required
Property Management
Cloudbeds PMS
Access provided per assigned client account
Per account
OTA Partner Portals
Airbnb, Booking.com, VRBO — co-host or extranet access per account
Per account
Missing Access?
If you are missing access to any required tool or client account, email [email protected] with the subject line "Access Request — [Your Name]" and list exactly what you need. Do not attempt to work without proper access — this creates errors and security gaps.
Request Access
Standards
Expectations & Values
What RemoteLink stands for and what we expect from everyone on the team. Not aspirational — operational.
Response time is not flexible
The 60-minute response standard exists because our clients pay for it. If you cannot meet it during your shift, you notify Aubrey in advance — not after the fact. A slow response that you do not flag is a problem. A slow response you flag immediately is manageable.
Do what you say you will do
If you commit to a shift, you work it. If you commit to a task, you complete it. If something comes up, you communicate early. We are a small team — every gap in coverage affects a real client and real guests.
Ask before you guess
If you are unsure about something — a policy, a guest situation, a system process — ask. A question takes a minute. A mistake from guessing can take hours to fix and damage a client relationship. There are no stupid questions. There are only avoidable mistakes.
Client information is confidential
You will have access to client PMS accounts, guest data, and operational details. None of this is shared with anyone outside the team — ever. Breaching client confidentiality is immediate grounds for dismissal.
A Note From Aubrey
"I started as a VA myself. I know what it is like to work hard on someone else's business and feel like you are invisible. That is not how this team works. Do good work, communicate clearly, and take ownership of your role — and I will take care of you."
— Aubrey Pineda, Founder & CEO, RemoteLink VA
Support
Contact & Support
How to reach the right person for the right situation. When in doubt — reach out. Do not sit on a problem.
Aubrey Pineda — Founder & CEO
For emergencies, escalations, access issues, and anything that needs a decision
For true emergencies — physical property issue, urgent client escalation — call first, message second. Honolulu, Hawaii (HST, UTC-10).
What to Contact Aubrey About
→Access issues before or during a shift
→Guest situation that is outside your scope
→Physical emergency at a client property
→Scheduling conflicts or availability changes
→Payment questions
→Feedback on a client, a process, or the team
→Anything you are uncertain about and cannot find in the SOPs
Portal Access Issues
If you are locked out of this portal, cannot access a tool, or need to update your login credentials, email [email protected] with the subject line "Portal Access". Include your name and a brief description of the issue.