Job Description:

• Oversee daily operations of short-term rental properties, keeping listings, reservations, calendars, pricing, and property information accurate and current
• Monitor booking activity, occupancy, guest inquiries, and reservation changes
• Coordinate cleaning schedules, inspections, turnovers, and guest check-ins/check-outs
• Ensure properties meet client standards and guest expectations
• Oversee guest communications throughout the reservation lifecycle
• Manage guest concerns, complaints, special requests, escalations, booking issues, access concerns, maintenance requests, and other guest-related matters
• Support excellent guest reviews and overall property ratings
• Supervise maintenance requests, work orders, and vendor coordination
• Coordinate with housekeeping, maintenance, and other service providers
• Monitor vendor performance, service completion, and associated costs
• Escalate urgent maintenance concerns and ensure properties remain safe, functional, and guest-ready
• Serve as the primary point of contact for assigned U.S.-based clients
• Provide operational updates, address property-related concerns, manage client expectations, and align service delivery with agreed standards
• Communicate property performance, operational concerns, and recommendations for improvement
• Support clients in implementing and optimizing STR property management platforms
• Provide guidance, coaching, and support to Virtual Property Managers and STR operations team members
• Monitor team performance, service quality, productivity, and adherence to client-specific procedures
• Assist in onboarding and training team members on STR processes, systems, and communication standards
• Promote accountability, collaboration, and continuous improvement
• Develop, maintain, and improve STR workflows, standard operating procedures, and operational guidelines
• Identify inefficiencies and recommend solutions to improve response times, guest experience, and property operations
• Ensure accurate documentation, reporting, and consistent use of property management systems
• Identify operational risks and escalate issues requiring client or management intervention

Requirements:

• 3+ years of experience in U.S. Short-Term Rental (STR) property management or vacation rental operations
• Strong working knowledge of STR platforms such as Guesty, Hostaway, Hospitable, OwnerRez, Breezeway, or similar systems
• Experience in guest communication, reservation management, housekeeping coordination, property turnovers, and maintenance oversight
• 2+ years of leadership or supervisory experience, preferably managing remote teams or STR operations
• Strong client-facing communication skills, with the ability to manage expectations and handle escalations professionally
• Demonstrated ability to oversee daily operations, prioritize urgent concerns, and manage multiple properties efficiently
• Highly organized, detail-oriented, proactive, and capable of working independently with minimal supervision
• Experience in coaching, mentoring, and supporting team performance
• Strong problem-solving skills and a commitment to exceptional guest experiences and operational excellence

Benefits:

• Work from home (WFH)
• Remote property management techniques supporting location freedom
• Leadership, coaching, and professional development through onboarding and training activities