Airbnb Operations Lead

We are a premier short-term rental management company that excels at delivering a luxury-grade experience for our guests. Because we hold our operations to hotel-standard cleanliness and rapid, high-touch communication, we are looking for a highly proactive, meticulous, and persistent Virtual Assistant to join our team.

In this role, you aren’t just answering messages; you are the operational heartbeat of our properties. We do not micro-manage. Instead, we empower diligent professionals who take total ownership of their shifts. Our ideal candidate possesses an "owner's mindset" and is relentlessly persistent - you do not let tasks slide, and you proactively follow up on every open item until it is 100% resolved.

Key Responsibilities

Rapid, High-Standard Responses: Manage the guest inbox across all platforms (Airbnb, Vrbo, Direct Booking), responding to inquiries within 5 minutes with a warm, professional, and on-brand tone.

Anticipatory Guest Support: Don't just answer questions - anticipate what the guest will need next. (e.g., If a guest asks about check-in, proactively provide parking details, local recommendations, and check-in steps before they have to ask).

Persistent Problem Resolution: Act as the first point of contact for guest issues (access codes, Wi-Fi, troubleshooting smart home tech). Own the problem from start to finish. If a local contact doesn't respond immediately, you don't wait—you follow up persistently until the guest's issue is fully resolved and confirmed.

Review Maximization & Management: Actively monitor guest sentiment mid-stay to resolve minor issues early. Respond to post-stay reviews and diligently build cases to dispute unfair reviews according to platform policies.

Flawless Turnover Scheduling: Coordinate and schedule cleaning crews daily. Double-check calendar synchronizations across all platforms to guarantee zero missed cleanings.

Quality Control Oversight: Review turnover photos and checklists submitted by cleaners with an eagle eye. Diligently flag and address any missed details (e.g., uneven bed tucks, low inventory, or missed dust) before the next guest arrives.

Relentless Maintenance Coordination: Proactively coordinate with local handymen and providers. Track ongoing maintenance tickets and persistently follow up with vendors until you have physical or photographic proof that the job is completed to our standards.

Aggressive Claims Management: Diligently document and track any guest damages. Gather photographic evidence, cleaner statements, and repair estimates. Follow up relentlessly on pending AirCover or insurance claims until reimbursement is fully approved and paid.

Listing Maintenance: Assist with administrative tasks such as updating calendars, managing listings, and refreshing local guidebooks to keep our digital presence competitive.

Qualifications & Requirements

Experience: 5+ years of direct experience in Airbnb/short-term rental property management and hospitality is strictly required.

Proactive & Persistent Follow-Through: You have a natural drive to close open loops. You do not let tasks sit on "pending" without active, continuous follow-up. You are comfortably persistent when dealing with unresponsive guests, cleaners, vendors, or support platforms.

Extreme Attention to Detail: You are someone who spots a typo from a mile away and notices when a cleaner's photo doesn’t match our standard property layout.

Superb Communication: Exceptional written and verbal English skills. You can write polished, empathetic, and grammatically perfect messages under pressure, while still maintaining a firm and professional stance when chasing down resolutions.

Software Proficiency: Highly comfortable navigating Property Management Systems (PMS) like Guesty or Hospitable, alongside turnover platforms (e.g., Breezeway) and dynamic pricing tools.

Workspace & Schedule: A reliable, high-speed internet connection with a backup power/internet solution, a quiet workspace, and the ability to work shifts aligned with US time zones.

Why Join Us?

Professional Growth: We value talent and reward proactive, high-performing team members who drive results with increased responsibility, growth opportunities, and performance-based bonuses.

Collaborative Environment: We provide documented SOPs and training, but we welcome your ideas on how to optimize and improve them.

Empowered Autonomy: We trust you to do your job. If you are diligent, persistent, and proactive, you will find a highly supportive, collaborative, and rewarding environment here.

How to Apply (Our First Attention-to-Detail & Follow-Through Test)

To prove you are the diligent and persistent professional we are looking for, please reply with:

A copy of your resume highlighting your experience managing short-term rentals.
The name of the Property Management Software (PMS) you are most comfortable using.
An example of a time you had to be highly persistent to resolve a difficult property management or guest issue.

Include the word "Detail-Oriented" in the 1st sentence of your response to us (Note: Applications that do not follow these two instructions precisely will be automatically disqualified).