Communications Manager & Executive Assistant

COMPANY: Swank House
LOCATION: Remote (Based in the Philippines)
SHIFT SCHEDULE: Thursday through Monday (5 days a week)
HOURS: 4:00 PM - 12:00 AM Pacific Time (PT) (includes a 1-hour lunch break). Note: Weekend shifts may offer flexible or later hours depending on operational requirements.
Benefits: 1 week PTO, Philippine regular holidays are paid days off, 13th month bonus

REPORTS TO: Property Manager and CEO / Owner

ABOUT SWANK HOUSE
Swank House began as a small hospitality business and has grown into a collection of hospitality-related ventures across two markets.
Today our operations include:
Ashland, Oregon
Three vacation rental homes
Thirteen king suites
The Parlor (espresso, provisions, retail, and future wine service)
Dunsmuir, California
Mossbrae Hotel (7-room boutique hotel)
The Keepshop (boutique retail store)
In addition to lodging, we now operate retail, food and beverage, and hospitality experiences, with plans for continued growth.
We currently employ 13 tea ---------- mbers across both locations.


POSITION SUMMARY & TEAM STRUCTURE

We are looking for a highly capable, sharp, and proactive professional based in the Philippines to join us Thursday to Monday.

If you are worried about being left on an island—don't be! You are joining an established, supportive ecosystem. You will be an integral part of the team from day one, receiving comprehensive onboarding, training, and documentation. You will have excellent resources at your disposal, working alongside:

A dedicated, "boots-on-the-ground" team, including: Director of Operations, House Keeping Lead and Facilities Manager to handle physical on-site logistics.

THE WEEKEND & NIGHT TIME DYNAMIC: URGENT TRIAGE + DEEP WORK

The weekend and night time portion of this shift is specifically where we currently lack coverage. Because the rest of the team is offline, your Saturdays, Sundays and overnights will be a unique hybrid:

Urgent Triage: Handling real-time guest inquiries, or urgent maintenance coordination as they arise on all guest communication channels (Guesty unified inbox and Google Voice)

Deep Work & Project Time: Once the immediate tasks are controlled, the weekends and evenings offer quiet, uninterrupted blocks of time. You will use this space to work on high-value, needle-moving internal projects, such as organizing Standard Operating Procedures (SOPs) and auditing systems to help us scale.

KEY RESPONSIBILITIES:

SHORT-TERM RENTAL (STR) SUPPORT & GUEST COORDINATION

Rapid Guest Communication: Manage inquiries and active guest communication inside Guesty and Google voice, maintaining a sub-30 minute response time standard during your shift.

Reservation Lifecycle Management: Audit new bookings, ensure digital door access codes generate correctly, and cross-verify booking readiness. Confirm guest payments and send invoices for missing payments. Adjust reservations upon guest requests.

Guest Special requests: Reach out to the team regarding any outside special requests.

Lead generation: Using Guesty tools- follow up on all inquiries.

Cleaner Coordination: Monitor guest reservations and load all cleans into scheduling software for later assignment. Communicate seamlessly with appropriate on-the-ground tea ---------- mbers if physical intervention is needed. Note, intervention is unlikely as rooms are always ready by 3pm PST.

Emergency Guest Needs: Manage emergency guest needs, Including but not limited to noise complaints and door code issues, and escalate accordingly by following protocol.

Listing Optimization: Ongoing listing optimization on all OTA booking channels including updates to copy, photo tags, and descriptions.

PMS optimization: Team up with Guesty reps to refine and optimize this powerful software tool. Conducts audits on all listings.

Guesty troubleshooting: Submit help tickets and follow through on glitches or current struggles the team is having with our PMS system. Establish a relationship with our PMS to ensure all systems are running smoothly.

Manage Reviews on Google and all other OTA platforms.

Read all Airbnb reviews and send any feedback to property manager that requires action.

Retail Data Entry: Input new products (SKUS, prices, etc) into Square POS for any new retail items arriving in store.

Run retail financial and sales reports on a monthly basis and send them to CEO.

Gather content for monthly newsletter to send off to our marketing team (bonus if you have experience in marketing!) Additional bonus if you have experience in social media.

EXECUTIVE ASSISTANT TO THE CEO

The 1-3-1 Critical Thinking Protocol: Bring challenges to the CEO using the 1-3-1 Method (1 clearly defined problem, 3 researched potential solutions, and 1 final recommendation with strong logic).

System & SOP Organization: Use your quiet hours to audit, refine, and organize company SOPs to ensure our operations remain scalable as we grow.

Assist Owner in periodic tasks such as getting signs made with provided brand assets.

REQUIRED QUALIFICATIONS & SKILLS

Shift Reliability: Proven track record of working stable, high-performance shifts without disruptions.

Tech-Savvy Adaptability: Experience (or quick mastery) with property management software tools like Guesty, AirBNB, VRBO, ---------- , and Google Workspace.

Impeccable Communication: Near-native written and spoken English skills, with the ability to maintain a warm yet highly professional tone under pressure.

Proactive Problem Solving: A mind for details and "extreme ownership". You don't just wait to be told what to do; you look for gaps and plug them.

Creativity in Solutions: You figure out ways to get things done and present possible solutions rather than just presenting problems.

TECHNICAL REQUIREMENTS

High-speed, stable internet connection with a backup solution (power/internet).

A quiet, distraction-free workspace.

A modern laptop or desktop computer capable of running multiple SaaS applications simultaneously.


HOW TO APPLY:

If you are ready to take extreme ownership of this role, enjoy the balance of fast-paced coordination and quiet project focus, and want to grow alongside a dynamic boutique hotel and top-notch hospitality company, we want to hear from you!

Please submit your application, resume, and background details by filling out our official application form here:

APPLY HERE VIA OUR GOOGLE FORM:
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