Operations Manager (Remote) - Hospitality

About Us
We manage a growing portfolio of short-term rental properties across two US markets. We operate furnished units on Airbnb, VRBO, and direct booking channels, supported by a remote VA team, a revenue manager, and a local vendor network. We are building the operational infrastructure to scale from our current portfolio to 50+ units.
Why This Role Exists
Our goal is simple: the only things that should require the owner’s time are landlord relationships and final sign-off on major decisions. Everything else — maintenance, vendors, guest problems, compliance — should either be handled by you directly or brought to the owner as a recommendation, not an open question.
We need someone who can own the operational layer: investigate issues, weigh options, make decisions within their authority, and present clear recommendations when something exceeds their limits. You are not a task executor who asks “what should we do?” You are the person who says “here’s what happened, here are the options, and here’s what I recommend.”
What You Will Own
Maintenance, Vendors & Network Building
? Triage all maintenance requests and dispatch vendors across both markets — plumbers, electricians, HVAC, pest control, handymen
? Proactively source and vet new vendors through cold outreach, pricing benchmarks, and fit assessments — building ranked primary, backup, and emergency options per market
? Negotiate vendor rates, manage renewals, verify invoices, and own vendor relationships day-to-day
? Track all open maintenance items daily and own the preventive maintenance calendar without being reminded
? Handle insurance claims end-to-end: document damage, file, follow up with adjusters
Guest Escalation & Problem Resolution
? Handle escalations the messaging VAs cannot resolve: maintenance disruptions, amenity outages, noise complaints, compensation demands
? Coordinate emergency responses — lockouts, water leaks, HVAC failures, pest sightings — and draft guest communications for complex situations
? Issue refunds and credits within your authority independently, escalate anything above your limit with a recommendation
VA Team Management
? Direct and coordinate the work of two remote VAs handling guest messaging and daily admin
? Assign tasks, monitor output quality, provide feedback, and serve as their first point of escalation
? Identify workflow gaps and propose improvements — they escalate to you, not the owner
Compliance & Monitoring
? Maintain a compliance calendar covering STR permits, business licenses, and insurance renewals
? Monitor for city and county regulation changes that affect our properties
? Review post-clean photos before guest check-in and coordinate same-day cleaner coverage when needed
Decision Authority
This role comes with real authority. You will have a defined spend limit to dispatch vendors, issue guest compensation, and purchase supplies without checking in first. Within those limits, you act — you don’t ask. When something exceeds your authority, you bring a recommendation, not a question. Authority limits expand as you demonstrate judgment.
What We Are Looking For
Required:
? 2+ years in short-term rental operations, property management, or hotel/hospitality operations
? Comfortable making decisions and taking action independently — not waiting for direction
? Experience sourcing and coordinating vendors or contractors, including cold outreach
? Strong written and spoken English — guest messages, vendor calls, negotiation emails are daily tasks
? Highly organized with the ability to manage multiple open items across several properties simultaneously
? Comfortable with Google Workspace, Slack, and Notion
? Available at least 6 hours overlap with US Central Time (8am–5pm CT)
Preferred:
? Experience with Airbnb/VRBO host-side platforms
? Familiarity with property management tools (Guesty, Hospitable, OwnerRez, or similar)
? Experience managing or directing other remote workers or VAs
? Experience building a vendor network in a market you weren’t physically present in
Who thrives here:
? Your instinct when a problem lands is to research, assess options, and bring a recommendation — not ask what to do
? You build vendor relationships before you need them, not after
? You communicate proactively — the owner never has to ask “what happened with X?” because you already sent the update
? You’re comfortable holding others accountable, not just doing everything yourself
? You treat the business like it’s yours
How to Apply
Apply through OnlineJobs.ph. Send us the following — incomplete applications will not be reviewed:
1. Your OnlineJobs.ph profile link
2. Your expected monthly rate in USD and your available hours in Central Time
3. A Loom video (under 5 minutes). No scripts, no slides, no prep needed. Turn on the camera and cover three things: who you are and what you’ve done operationally, a specific time you identified a problem, figured out the options, and brought a recommendation to your manager — what happened and what did you d ---------- , and finally how you approach situations where you don’t have all the information and the owner is unreachable. We’re not grading the answer — we’re listening to how you think.