Director of Guest Operations

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: TYPE OF WORK

Full Time

: SALARY

$1750

: HOURS PER WEEK

45

: DATE UPDATED

Jul 2, 2026

JOB OVERVIEW

Location: Fully remote (offshore) · Significant overlap with Pacific Time required
Employment type: Full-time
Reports to: Chief Operating Officer
Team: Leads West Coast Homestays' guest operations team

About West Coast Homestays

West Coast Homestays manages a portfolio of ~80 short-term rental properties across San Diego, California. We pair hotel-grade reliability with the warmth and character of a real local home — and we're growing fast. As we scale, the quality of every guest interaction is what sets us apart and drives our reviews, repeat bookings, and reputation.

We're building a team of operators who care deeply about hospitality and sweat the details. If that's you, read on.

The Role

We're hiring a Director of Guest Operations to own the entire guest journey — from a guest's first inquiry to their five-star review. You'll lead our remote guest experience team, build the systems that keep response times fast and ratings high, and be the person ultimately accountable for how guests feel at every touchpoint.

This is a senior, high-ownership role for someone who thinks like an operator, communicates like a concierge, and manages to metrics. You won't just answer messages — you'll design the machine that delivers a great stay, every time, across 80+ homes and every booking channel.

What You'll Own

Guest communications across every channel (Airbnb, VRBO, ---------- , and direct) — pre-booking, in-stay, and post-stay
Response-time and resolution SLAs, including nights, weekends, and holidays — guests don't keep business hours, and neither does great service

Reviews and reputation — protecting our Superhost status and keeping portfolio ratings at 4.8+; turning the occasional bad ---------- nt into a recovered guest

The guest experience team — hiring, training, scheduling, coaching, and performance-managing a distributed team of guest agents

Escalations and problem resolution — troubleshooting issues in real time, handling difficult situations with judgment, and issuing refunds or comps within policy

Coordination with local field teams (cleaning, maintenance, check-in) — you're remote, but you're the connective tissue that gets on-the-ground issues solved fast.

SOPs, playbooks, and messaging templates — the documented systems that make service consistent, trainable, and scalable
Ancillary revenue — early check-in, late checkout, mid-stay cleans, and extensions that lift revenue while improving the guest experience

Reporting and insight — owning guest KPIs and surfacing trends and fixes to leadership

What Success Looks Like (First 6–12 Months)

Portfolio-wide review average holds at or above 4.8
Median first-response time under 10 minutes across all channels, day or night
Guest issue resolution time and escalation rates trending down quarter over quarter
A fully documented guest-ops playbook that lets us onboard new tea ---------- mbers — and new properties — without a dip in service
A team operating on clear SLAs and shift coverage, with no gaps in overnight or weekend response

What You Bring (Required)

5+ years in guest operations, guest experience, or hospitality, with at least 2 years leading a team
Direct experience in short-term / vacation rentals or hotels
A track record of managing remote or distributed teams and holding them to standards
Exceptional written English and a warm, professional, on-brand communication style
Fluency with STR technology — a PMS (e.g., Guesty, Hostaway, Hospitable), channel managers, messaging automation, and smart-lock/access systems
Reliable availability during Pacific Time business hours (our HQ and guests are in San Diego), plus the ownership mindset to ensure after-hours coverage is handled
A data-driven approach — you manage to SLAs, spot trends in the numbers, and act on them
Calm under pressure and excellent judgment in guest-conflict and service-recovery situations

Nice to Have

Experience scaling a guest-ops function past 100+ units
Familiarity with San Diego / California STR regulations and guest-facing compliance
Exposure to revenue management or dynamic pricing
Additional languages

The Details

Fully remote, offshore — work from wherever you're based
Pacific Time overlap required — you'll need to be reachable and active during San Diego business hours

SKILL REQUIREMENT

Short Term Rentals Airbnb Operation Management

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Director of Guest Operations

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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