Mercedes Troncoso

I'm a Short-Term Rental Operations Specialist with nearly 3 years of experience supporting a US-based property management company in Portland, OR — fully remote. My work covered the full spectrum of STR operations: managing guest communications across Airbnb, coordinating cleaning and maintenance teams via Breezeway, handling all reservation and calendar management in Guesty, setting up and maintaining automated messaging workflows in Hospitable, and monitoring and correcting AI-generated responses in Conduit to ensure quality and consistency. Beyond day-to-day operations, I took on a leadership role within the virtual assistant team, onboarding and training new hires, providing ongoing support until they were fully independent, and writing and maintaining the company's Standard Operating Procedures as workflows evolved. I work with full autonomy, high attention to detail, and a genuine commitment to keeping operations running smoothly — so property managers and owners can focus on growth. What I bring to your team: • Guest communication: Responding to all guest inquiries across platforms, providing check-in details, resolving issues in real time • AI monitoring & correction: Reviewing and correcting automated AI responses (Conduit) to ensure accuracy and brand voice • Operations coordination: Creating and assigning tasks in Breezeway for cleaning and maintenance teams, coordinating scheduling between all parties • Calendar management: Blocking dates, processing extension and shortening requests, syncing availability across platforms in Guesty • Maintenance coordination: Liaising between guests and maintenance staff to resolve property issues efficiently • Reservation management: Processing guest requests, managing reservation changes • Team training: Onboarding and training new virtual assistants, providing ongoing support, acting as team lead Tools I use daily: Guesty · Breezeway · Hospitable · Conduit · Google Workspace · Slack