Co-Host / Operations Manager — Guest Experience & Team Lead

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TYPE OF WORK

Full Time

SALARY

$1000

HOURS PER WEEK

56

DATE UPDATED

Aug 4, 2026

JOB OVERVIEW

The Problem We Need Solved

We run a growing short-term rental business — 18+ units across the East Coast in the United States — and for our guests, the experience begins the ---------- nt they hit "send" on their very first message. But we've outgrown our current setup:

- Messages need to be answered fast, warmly, and like a real human — not a copy-paste script.
- When something goes sideways, someone has to stay calm and make it right before it becomes a bad review.
- Our small VA team is talented but needs a leader to keep everyone rowing in the same direction.
- Our systems and SOPs need an owner who improves them — not just someone who follows them.

That's where you come in. We're not looking for a "virtual assistant." We're looking for a right-hand operator — a Co-Host who treats our guests like their own and our business like they've got skin in the game.

Your Mission

Be the voice our guests trust and the operator who keeps everything running behind the scenes. You are the first person a guest hears from — and the last line of defense before a small hiccup turns into a one-star surprise.

You'll…

- Own the full guest journey — inquiry, booking, check-in, mid-stay, and checkout — with fast, warm, genuinely human communication.
- Jump on a call when a message won't cut it, and resolve issues calmly in real time.
- Turn frustrated guests into 5-star reviews through sincere, thoughtful recovery.
- Coordinate cleaners, maintenance, and property teams so every turnover is guest-ready.
- Lead, train, and hold accountable a small team of VAs.
- Build and refine the SOPs that make our operation faster and tighter as we scale.
- Spot bottlenecks and bring us ideas on pricing, scheduling, and workflow.
- Handle light social media and admin as needed.

Real Talk — The Heart of This Job

Let's be upfront about what this role actually is: you'll be on the phone with upset guests often. A booking went sideways, the check-in code won't work, the unit isn't what they pictured — and you're the calm, confident voice on the other end. If phone calls with frustrated people wear you down, this isn't the role for you. If you thrive on turning tension into gratitude and finding a fix nobody else spotted, keep reading.

To do this well, you'll need:

- A neutral, no-accent English speaking voice. Guests should never have to strain to understand you. This one is non-negotiable.
- Real de-escalation instincts. You can take someone from furious to thankful in a single conversation, without ever losing your cool.
- Creative problem-solving under pressure. When there's no obvious answer, you invent one — fast, and on your feet.

This Role Is Perfect for Someone Who…

- Can turn an upset guest saying "the AC won't turn on" into a guest who still leaves five stars.
- Reads the emotion behind a message and knows exactly when to type and when to pick up the phone.
- Gets a little rush from closing out a tense situation with one calm, kind reply.
- Treats a clean inbox and a fully-confirmed turnover calendar as a personal win.
- Leads a team the way they'd want to be led — clear, kind, and accountable.
- Constantly asks, "What else can I solve here before anyone even has to ask?"

What You Bring

- Hands-on short-term rental experience (Airbnb, VRBO, ---------- , or similar).
- Excellent written and spoken English with a truly neutral, no-accent speaking voice — this is non-negotiable, because you'll be on live calls with guests daily.
- Genuine phone confidence. You'll be making and taking calls with upset guests every day, and staying calm under fire is the job — not the exception.
- Proven de-escalation and creative problem-solving. You can turn furious into grateful, and improvise a fix when there's no playbook for the situation in front of you.
- Leadership experience running a small (virtual) team and keeping people accountable.
- Tech-savvy across hospitality platforms — PMS/messaging tools, calendars, Slack, WhatsApp, ---------- , Hospitable, and the like.
- High EQ, real warmth, and a genuine passion for hospitality.

Your Setup

- Reliable computer, stable high-speed internet, a second monitor, and a noise-canceling headset.
- Available for daytime coverage in our market's time zone (US East)— guest issues don't keep office hours.

Compensation & Growth

- Competitive monthly salary (based on experience) plus performance bonuses tied to review scores and guest satisfaction.
- This is a long-term seat with a real path into Operations Lead / Regional roles as we grow. You won't just run the standards — you'll help shape them.

How We Hire

We don't hire off a resume — we hire off mindset.

How do you take feedback? We love people who grow from clear, kind communication.
How do you make decisions? You'll act independently, but always with care.
What's your default mode? Our favorite people ask, "What else can I own here?"

To Apply

Please send both (applications missing either won't be considered):
- Your resume/CV.
- A 1–2 minute English introduction video or voice sample introducing yourself and telling us why this role is the one for you.

NOTE: must be available US EST Day Time and looking for 7 days a week of coverage.

SKILL REQUIREMENT
Attention to Detail Communication Organization
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